Solutions Reliability Specialist – Post-Deployment System Reliability

Location: Flexible (approximately 50% travel to customer sites required)

About the Role

The Solutions Reliability Specialist is responsible for independently assessing, managing, and improving the reliability of Canopy's deployed safety technology across assigned healthcare customer sites.

Serving as a technical advisor to customers and internal stakeholders, this role evaluates system performance, identifies reliability risks, determines appropriate remediation approaches, and coordinates the resources necessary to maintain effective system operations.

The Solutions Reliability Specialist focuses on technical assessment, analysis, recommendations, and coordination of remediation activities. The role exercises independent judgment in evaluating technical issues, determining priorities, assessing alternative solutions, and recommending the appropriate course of action based on system performance, customer needs, and operational considerations.

Operating with general direction from the Sr. Manager of Deployment Services, the Solutions Reliability Specialist owns assigned investigations and reliability initiatives from initial assessment through validated resolution, engaging additional technical expertise when appropriate.

What You'll Own

System Reliability Assessment & Analysis

Independently assess the health, performance, and reliability of Canopy systems across assigned Tier 1 and Tier 2 customer sites.
Conduct comprehensive system health reviews, evaluating network performance, coverage, connectivity, hardware functionality, and potential operational risks.
Analyze technical findings to identify root causes, emerging trends, and reliability risks that could affect customer operations.
Apply independent judgment to distinguish between routine technical issues, systemic problems, and situations requiring additional engineering expertise.

Technical Recommendations & Remediation Planning

Evaluate potential remediation approaches, considering technical effectiveness, operational impact, available resources, and customer requirements.
Develop remediation plans outlining recommended actions, priorities, technical resources, and expected outcomes.
Determine the appropriate sequence and coordination of remediation activities within established company guidelines, escalating decisions requiring additional authority.
Recommend preventive measures and system improvements to reduce recurring issues and strengthen long-term reliability.

Technical Advisory & Customer Partnership

Serve as a technical reliability advisor to Customer Success Managers and customer stakeholders, providing assessments of system health, identified risks, and recommended actions.
Translate technical findings into clear, actionable recommendations that help stakeholders understand available options and operational implications.
Partner with clinical, facilities, and customer technical teams to understand site-specific needs and incorporate those considerations into remediation recommendations.
Provide informed technical guidance while maintaining alignment with Canopy's established service standards and customer commitments.

Remediation Coordination & Outcome Ownership

Coordinate implementation of approved remediation plans through Canopy's solution partners, Field Services Technicians, and internal technical teams.
Provide technical direction and guidance during remediation activities, ensuring alignment with the recommended approach and expected outcomes.
Independently manage assigned technical investigations and coordinate activities across multiple customer sites or workstreams as needed.
Assess results following remediation and determine whether additional actions are necessary to achieve expected reliability outcomes.
Engage directly in onsite technical troubleshooting and system validation when necessary to support investigations and confirm findings.

Continuous Improvement & Knowledge Sharing

Analyze recurring technical issues and share recommendations for improving system reliability, deployment practices, and remediation processes.