Product Line Support Manager, IT Solutions North America

Werfen; Bedford; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading health technology company in the United Kingdom is seeking a professional for IT-focused product functionality support. The role involves providing advanced expertise during IT solution implementation, creating training materials, and ensuring compliance with quality policies. Candidates should hold a Bachelor's degree in Information Technology and have five years of experience in Software Application Engineering, preferably within the healthcare sector. Up to 15% travel is required.

Qualifications

• Minimum of five years’ experience in Software Application Engineering.
• Working knowledge of the healthcare industry required.
• Experience with health delivery organizations preferred.

Responsibilities

• Provide escalated support to North America Commercial Organization.
• Create and maintain training materials for IT Solutions.
• Engage and motivate Laboratory Information System business partners.

Skills

Healthcare technology trends

IT healthcare network infrastructure

Interface technologies

Excellent communication skills

Mentorship and training

Education

Bachelor's degree in Information Technology

Job description

Overview:
Responsible for providing internal and external support on all IT-focused product functionality, solutions, and solution architecture. This includes providing escalated support, facilitating/leading/advising on technology integration for customers, managing vendor middleware relationships for health delivery organizations, as well as generating and delivering training curriculum related to the implementation and support of IT Solutions in North America.

Responsibilities

Key Accountabilities:

• Maintains relationships with internal key stakeholders through regular communication.
• Maintains up-to-date knowledge of customers' IT strategy, processes & workflows, IT solutions implementation strategies, latest technology, and compliance needs. Acts as an ambassador for these within Werfen.
• Engages, motivates, and facilitates Laboratory Information System/Hospital Information System (LIS/HIS) business partners to achieve project deliverables.
• Provides escalated support to North America Commercial Organization.
• Provides advanced expertise during IT solution implementation processes with customers.
• Participates in change management processes of IT Solutions products, including creation of documentation to support training and communication activities.
• Creates and maintains training materials and curriculum for the IT Solutions product portfolio.
• Ensures organizational compliance with all quality, regulatory, service & support policies, procedures, work instructions, and records, ensuring all records are compliant, complete, and accurate.
• Other duties as assigned.

Networking/Key Relationships:

• North America Commercial Operations
• Clinical Software
• Strategic Business Unit: Marketing, Worldwide Service, Business Development
• Customer Implementation and Project Teams
• Information Technology
• R&D
• Training and Development

Qualifications

Minimum Knowledge & Experience Required for the Position:

• Bachelor's degree in Information Technology, Computer Science, or Engineering required. Equivalent experience will be considered.
• Minimum of five years’ experience in Software Application Engineering (preferably in Medical Devices or Healthcare).
• Working knowledge of the healthcare industry required.
• Experience at a health delivery organization or similar preferred.

Skills & Capabilities:

• Expertise in healthcare technology trends.
• Advanced understanding of IT healthcare network infrastructure.
• Experience with interface technologies and protocols such as Interface Engines, IT Security, Connectivity, Databases, ADT, and POCT devices.
• Highly collaborative with excellent communication and cross-functional skills.
• Ability to influence and convey complex information effectively.
• Proven ability to mentor, train, and present content to diverse audiences.

Travel requirements: Up to 15% travel