Product Line Support Associate, IT Solutions Implementation

Overview: Werfen
Werfen, founded in 1966, is a worldwide developer, manufacturer and distributor of specialized diagnostic instruments, related reagents, automation workcells, and data management solutions for use primarily in hospitals and independent clinical laboratories. The Company’s business lines include Hemostasis, Acute Care, and Autoimmunity diagnostics, as well as Original Equipment Manufacturing. Our success comes from a specific focus in these rapidly evolving diagnostic areas, our commitment to customers, and our dedication to innovation and quality. We’re passionate about providing healthcare professionals the most valuable and complete solutions to improve hospital efficiency and enhance patient care.
Our North American Commercial Operations, as well as our Headquarters and Technology Center for Hemostasis and Acute Care Diagnostics, are based in Bedford, MA. Our Headquarters and Technology Center for Autoimmunity Diagnostics is based in San Diego, CA. Additionally, our Technology Center for Hemostasis and Blood Gas Reagents is in Orangeburg, NY, and our Technology Center for Whole Blood Hemostasis is in San Diego, CA.
Job Summary

The Product Line Support Associate, IT Solutions Implementation is responsible for the management of Information Technology and connectivity solutions in the area of remote customer support as well as Werfen’s data-management systems and Digital solutions. This role provides development input to R&D teams while supporting guidelines and procedures to Affiliates in the implementation of Werfen’s information management and Service support products.

Responsibilities: Key Accountabilities

• Provides remediation activities, between Regional Service Affiliate, and Managed Service Providers (MSP) to ensure successful implementations.
• Develops and maintains training content, and conducts solution training.
• Generates Service Information bulletins
• Provides technical support for Werfen networked system projects (installations) by interfacing with Regional Affiliate IS Departments, Field Engineering, and MSP Technical Support.
• Collaborates with Service Affiliate to translate customers' functional and business requirements to ensure functional specifications are converted into flexible, scalable, and maintainable Service solution
• Manages expectations, identifies risks, and formulates plans with assistance to minimize impacts to remote service implementations.
• Actively participates in and conducts pre-implementation, implementation and post-project review meetings with Worldwide Service and internal stakeholders.
• Assists Affiliates with troubleshooting during the implementation to ensure IT solutions are fully functional and utilized as planned.
• Understands gaps, proposes mitigation plans, and escalates as required to ensure complete customer satisfaction in regards to IT implementations.
• Ensures designs follow all regulatory policies, procedures, and records.
• Cyber Security Remediation

Networking/Key Relationships

• Commercial Operations Organizations
• Marketing, Service and R&D
• Managed Service Provider (MSP)

Qualifications: Minimum Knowledge & Experience Required for the Position:

• Bachelor's degree in Information Technology, Computer Science or Engineering required. Equivalent experience in lieu of a degree will be
• Preferred Certifications in the following:
  • CCNA, CCDP, CCNP, CCIE or equivalent Network certification
  • General certifications: Microsoft Industry certifications, Network+, Security +, CWNA
• Minimum of two years' experience working in an IT support role required with experience. Focus on IT applications connectivity and interoperability. Preferred or Required?
• Minimum of two years' experience with Healthcare IT requirements required: Interface Engines, IT Security for healthcare environments, Connectivity, Databases ADT/POCT Devices highly desirable
• Working knowledge of Linux/Windows System Administration desirable
• Firewall Management knowledge desirable
• Project Management skills desirable
• Knowledge of clinical/healthcare IT environments
• Knowledge of cybersecurity, keeps current within industry trends and mitigation
• General knowledge of Wi-Fi wireless technologies with security protocols
• Knowledge of Werfen IT Solutions portfolio applications to determine functionality meets customer needs

Management has the discretion of substituting relevant work experience for a degree and/or making exceptions to the years of experience requirement.
Skills & Capabilities:

• Strong interpersonal and communication skills, both verbal and written
• Ability to author documents, diagrams, and presentations
• Ability to work under own initiative /self-motivated
• Demonstrated ability to solve complex technical challenges
• Adaptability; ability to manage workload and competing priorities
• Highly collaborative; ability to work cross-functionally, with multi-disciplined teams

Travel Requirements: Up to 40% travel, domestic and international.
Werfen appreciates and values diversity. We are an Equal Opportunity/Affirmative Action Employer M/F/D/V
We operate directly in over 30 countries, and in more than 100 territories through distributors. Annual revenue is approximately $2 billion and more than 5,000 employees around the world comprise our Werfen team.
www.werfen.com