About Signant Health
At Signant Health, we help bring life-changing treatments to patients faster. We are a global evidence generation company that supports clinical trials with smart technology, scientific expertise, and hands-on operational support — so better data leads to better decisions in healthcare. We embrace AI and advanced technologies to enhance every aspect of what we do, from data analysis to operational efficiency.
Our teams work at the intersection of science, technology, and patient experience, delivering digital solutions powered by AI innovation that make clinical trials more efficient, more accurate, and more accessible around the world. Trusted by leading pharmaceutical companies and CROs, our platforms and services support studies across more than 90 countries and have contributed to hundreds of new drug approvals.
If you are motivated by meaningful work, global impact, and innovation in clinical research and digital health — including the opportunity to work with cutting-edge AI technologies — you will find purpose and opportunity at Signant Health.
About the Role
As a Solutions Specialist, you will be the first point of contact for all post-deployment device and shipment inquiries across our clinical supply chain operations. You will triage, own, and resolve issues that arise after devices and shipments have been deployed, from basic device installation and connectivity troubleshooting to shipping documentation and returns, so that clinical sites, internal stakeholders, and logistics partners receive fast, accountable support without needing to navigate multiple teams. When an issue falls outside the scope of this role, you will ensure a clean, well-documented handoff to the Senior Solutions Specialist team.
KEY ACCOUNTABILITIES - Operations
- Serve as the first point of contact for post-deployment device and shipment inquiries, triaging and resolving issues and escalating to Senior Solutions Specialists when needed
- Provide basic device installation support, including initial setup, configuration checks, and guided on-site or remote troubleshooting for Slates, eDiaries, and other deployed clinical devices
- Diagnose and resolve device connectivity issues, including SIM card, MiFi, and network-related failures, and correct configuration errors on deployed devices
- Support remote device builds and configurations for deployed clinical and warehouse devices
- Manage post-deployment shipment inquiries, including tracking requests, customs documentation, device returns, and replacement shipment coordination
- Coordinate with 3PL vendors (DHL, UPS) and telecom/connectivity vendors (Vodafone, Webbing, Telia, Soracom) to support end-to-end issue resolution
- Partner with Project Managers, Clinical Data teams, and other internal stakeholders to resolve issues with minimal disruption to trials, maintaining clear, professional communication
- Ensure all requests are logged, tracked, and resolved within agreed service levels
- Escalate issues to Senior Solutions Specialists with documented troubleshooting steps and full context when resolution is not possible at this tier
- Contribute to a growing knowledge base of common issues and resolutions to enable faster, more consistent support over time
KNOWLEDGE, SKILLS & ATTRIBUTES
Essential:
- 2+ years of experience in IT support, device support, logistics, or a related operational role
- Experience performing basic device installation, setup, or configuration
- Comfortable using company-approved AI tools to support productivity, efficiency, and quality of work, while maintaining accountability for all AI-generated outputs
- Experience troubleshooting device, connectivity, or shipment issues in a fast-paced environment
- Demonstrated ability to manage multiple open requests simultaneously with clear prioritization and communication
- Familiarity with mobile devices (Android, Windows tablets) and basic networking concepts (cellular/LTE, Wi-Fi, VPN)
- Strong written and verbal communication skills, with the ability to work effectively with internal teams, vendors, and non-technical stakeholders
Desirable:
- Experience supporting clinical trials, life sciences, or healthcare technology environments
- Knowledge of supply chain or 3PL logistics workflows and systems
- Experience working with telecom or connectivity vendors (e.g., Vodafone, Telia, Soracom)
- Familiarity with warehouse technology setups (scanners, tablets, label printers, etc.)
- CompTIA A+, Network+, or equivalent certification
Why Signant Health?
At Signant Health, your work has real impact. Everything we build, support, and deliver helps advance clinical research and bring new treatments to patients faster — improving lives around the world. Our teams combine science, technology, and operational expertise to solve complex clinical trial challenges, and every role contributes to that mission.
We offer a collaborative, global environment where you can grow your career while working alongside experts across clinical, technology, data, and operations, with opportunities to learn, take ownership, and drive meaningful innovation — not just maintain the status quo.
If you are looking for purpose-driven work, smart colleagues, and the opportunity to help shape the future of clinical research and digital health, Signant Health is the place to do it.
At Signant Health, accepting difference isn't enough — we celebrate it, we support it, and we nurture it for the benefit of our team members, our clients, and our community. We are proud to be an equal opportunity workplace and an affirmative action employer, committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status. Prior to their start date, all candidates are required to be verified through a thorough background check and identity verification to confirm eligibility for employment.
Unsolicited resumes submitted by agencies or third-party recruiters directly to hiring managers or any Signant Health employee will not be considered and will not obligate Signant Health to any fees or terms associated with the submission.
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