Information Technology Solutions Product Line Support Manager

Information Technology Solutions Product Line Support Manager

Closing on: Oct 30, 2020

Position Summary:

The Information Technology Solutions Product Line Support Manager is responsible for the management of Information Technology and connectivity solutions in the area of remote customer support, client’s data-management systems and laboratory information systems.


Reporting to the Director of Worldwide Service and in coordination with the Corporate Marketing and Service teams, provides guidelines, procedures and support to Affiliates in the implementation of the client’s information management products.  Additionally, this position will help to implement the client’s cybersecurity procedures for our systems deployed in the field.


  • Key Accountabilities:
    • Define requirements and support development of 2nd Level customer support for client’s suite of IT solutions;  provide support for implementation and training of client’s Affiliate organizations
    • Provide feedback in  the development  of,  and manage a continuing  client’s  Cybersecurity  implementation program
    • Coordinate with the Marketing  and Service managers to ensure  clear policies and procedures for the installation and maintenance of the above-mentioned systems
    • Provide technical support for client’s networked system projects (installations) by interfacing with Affiliate IS departments,  Engineering, Technical Support and Affiliate Competency Training
    • Responsible for product support, during  introduction  and evaluation  phase of new networked  product releases, during major installation and troubleshooting assignments, and for implementation/ debug of Affiliate interfaces at customer sites
    • Benchmark,  analyze, report on, and make recommendations for the improvement and growth of the IT infrastructure
    • Develop, implement and monitor metrics for IT Solution performance.
    • Work with  Marketing to optimize existing connectivity protocols and develop next-generation offerings
    • Develop and maintain corporate connectivity resource database
    • Acts as the first point of contact (if available) when an Affiliate requires assistance with connectivity issue

Internal Networking/Key Relationships:

  • R&D, Service, Marketing, Affiliate Service organizations.

Skills & Capabilities:

  • Action Oriented, Career Ambition, Functional/Technical Skills, Innovation Management, Adaptability, Listening, Managing and Measuring Work, Problem Solving, Technical Learning, Time Management, Cross-Cultural AgilityAdvanced IT networking and infrastructure comprehension, understanding of databases, Client Server
  • Advanced IT networking and infrastructure comprehension, understanding of databases, Client Server
  • Interface, VPNs and command line skills needed
  • LIS/HIS  interfaces, TCP/IP protocols, ASTM/HL7 interfaces.
  • Expert knowledge of cybersecurity needs and trends within marketplace, including knowledge of antivirus systems
  • Ability to work cross-functionally
  • Advanced communications  skills

Minimum Knowledge & Experience Required:

    • Bachelor’s degree in Information Technology, Health Care discipline, or related discipline, with a minimum of five years’ experience, or equivalent.
    • MBS/MBA degree is desirable.

International Mobility:

  • No

Travel requirements:

  • Active Passport is required
  • Up to 70%, both domestic and international travel
If you are interested in constantly learning and being challenged on a daily basis we encourage you to submit your resume or CV.
Job Category: Distribution IT Medical Sales Support
Job Type: Full Time
Career Level: Manager
Education: Bachelor Degree
Location: Bedford MA
Industry: Medical Device

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