About Signant HealthAt 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, integral 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 RoleThe 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 ACCOUNTABILITIES1.




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 scope2.
Perform basic device installation support including initial setup, configuration checks, and guided on-site or remote troubleshooting for Slates, eDiaries, and other deployed clinical devices3.
Diagnose and resolve device connectivity issues including SIM card, MiFi, and network-related failures; identify and resolve incorrect installs and configuration errors on deployed devices4.
Support remote device builds and configurations for deployed clinical and warehouse devices5.
Handle all post-deployment shipment inquiries including AWB and tracking requests, customs documentation, device returns, and replacement shipment coordination6.
Coordinate with 3PL vendors (DHL, UPS) and telecom/connectivity vendors (Vodafone, Webbing, Telia, Soracom) to support end-to-end post-deployment issue resolution7.
Partner with PMs, CDDs, and internal stakeholders to ensure post-deployment issues are resolved with mínimal disruption to trials; maintain clear and professional communication throughout the lifecycle of each request8.
Ensure all requests are logged, tracked, and resolved within agreed service levels, preventing issues from bouncing across multiple teams9.




Escalate issues to the Senior Solutions Specialist with documented troubleshooting steps and full context when resolution is not possible at this tier10.
Contribute to building and maintaining a knowledge base of common issues and resolutions to enable faster, more consistent support over timeDECISION MAKING AND INFLUENCE1.
Prioritizes and manages multiple open requests simultaneously, making triage decisions on whether to resolve or escalate to Senior Solution Specialists with full context2.
Identifies risks to trial continuity and communicates them proactively to internal stakeholders, vendors, and the Senior Solutions Specialist3.
Contributes to knowledge base development and process improvements that increase support consistency and reduce recurring escalations across the Supply Chain functionKNOWLEDGE, SKILLS & ATTRIBUTES**Essential**:1.
2+ years of experience in IT support, device support, logistics, or a related operational role2.
Experience performing basic device installation, setup, or configuration3.
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 outputs4.
Experience troubleshooting device, connectivity, or shipment issues in a fast-paced environment5.
Demonstrated ability to manage multiple open requests simultaneously with clear prioritisation and communication6.
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.

📌 Solutions Specialist - Operations (Xico)
🏢 Signant Health
📍 Xico