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
The Solutions Specialist is the first point of contact for all post-deployment device and shipment inquiries across clinical supply chain operations. This role is responsible for triaging, owning, and resolving issues that arise after devices and shipments have been deployed — including basic device installation, connectivity troubleshooting, incorrect configurations, shipping documentation, and returns. When issues exceed scope, this specialist ensures a clean, documented handoff to the Senior Solutions Specialist. This role ensures that internal stakeholders, clinical sites, and third-party logistics partners receive fast, accountable, and expert support without needing to navigate multiple teams.
KEY ACCOUNTABILITIES
1. Serve as the single point of accountability for all post-deployment device and shipment inquiries; triage, prioritize, and own resolution — escalating to Senior Solutions Specialists when issues exceed this tier's scope
2. Perform basic device installation support including initial setup, configuration checks, and guided on-site or remote troubleshooting for Slates, eDiaries, and other deployed clinical devices
3. Diagnose and resolve device connectivity issues including SIM card, MiFi, and network-related failures; identify and resolve incorrect installs and configuration errors on deployed devices
4. Support remote device builds and configurations for deployed clinical and warehouse devices
5. Handle all post-deployment shipment inquiries including AWB and tracking requests, customs documentation, device returns, and replacement shipment coordination
6. Coordinate with 3PL vendors (DHL, UPS) and telecom/connectivity vendors (Vodafone, Webbing, Telia, Soracom) to support end-to-end post-deployment issue resolution
7. Partner with PMs, CDDs, and internal stakeholders to ensure post-deployment issues are resolved with minimal disruption to trials; maintain clear and professional communication throughout the lifecycle of each request
8. Ensure all requests are logged, tracked, and resolved within agreed service levels, preventing issues from bouncing across multiple teams
9. Escalate issues to the Senior Solutions Specialist with documented troubleshooting steps and full context when resolution is not possible at this tier
10. Contribute to building and maintaining a knowledge base of common issues and resolutions to enable faster, more consistent support over time
DECISION MAKING AND INFLUENCE
1. Prioritizes and manages multiple open requests simultaneously, making triage decisions on whether to resolve or escalate to Senior Solution Specialists with full context
2. Identifies risks to trial continuity and communicates them proactively to internal stakeholders, vendors, and the Senior Solutions Specialist
3. Contributes to knowledge base development and process improvements that increase support consistency and reduce recurring escalations across the Supply Chain function
KNOWLEDGE, SKILLS & ATTRIBUTES
Essential :
1. 2+ years of experience in IT support, device support, logistics, or a related operational role
2. Experience performing basic device installation, setup, or configuration
3. Ability to utilize Company-issued and approved Artificial Intelligence (AI) tools to support productivity, efficiency, and quality of work, while maintaining accountability for all AI-generated outputs
4. Experience troubleshooting device, connectivity, or shipment issues in a fast-paced environment
5. Demonstrated ability to manage multiple open requests simultaneously with clear prioritisation and communication
6. Familiarity with mobile devices (Android, Windows tablets) and basic networking concepts (cellular/LTE, Wi-Fi, VPN)
7. Strong written and verbal communication skills with the ability to work effectively with internal teams, vendors, and non-technical stakeholders
Desirable:
1. Experience supporting clinical trials, life sciences, or healthcare technology environments
2. Knowledge of supply chain or 3PL logistics workflows and systems
3. Experience working with telecom or connectivity vendors (e.g., Vodafone, Telia, Soracom)
4. Familiarity with warehouse technology setups (scanners, tablets, label printers, etc.)
5. 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.
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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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.
