Provides technical advice to support a variety of post-sales activities, including installation, testing, integration, and maintenance of RDC products. Assists Field Project Managers in assessing the application of RDC products to meet customer needs and preparing detailed product specifications for the implementation and integration of customer applications and/or solutions. Responsible for completing all required post sale technical implementation activities within the prescribed time frame, following documented procedures and processes, to ensure the product application/solution functions to specifications. Ensures customer satisfaction during the installation and integration processes and post-go-live period. Develops, gains agreement, and communicates professional project plans for customer implementations which do not require a Field Project Manager’s oversight to conform to RDC policies and procedures in a highly accountable and successful manner. Manages expectations, identifies risks, and formulates plans to minimize impacts to the project. Directs and coordinates activities to ensure project progress on schedule while meeting all other specified project performance parameters. Actively participates in and conducts pre-implementation, implementation and post-project review meetings for RDC customers and internal stakeholders. Performs remote and/or on-site troubleshooting or repair of RDC IT solutions after the implementation; e.g. go live, as needed.
This may include system hardware software, and networking. Requires frequent travel, 40% or greater, to customer sites for installation activities and resolution of issues impacting the timely implementation of RDC products. A seasoned professional with wide-ranging experience. Deals with diverse and often times complex issues, where analysis may require in-depth evaluation of many factors. Exercises judgment in evaluating methods and may determine criteria for obtaining solutions. May coordinate the activities of other employees. Networks with senior internal and external personnel in area of expertise as well as some key contacts outside area of expertise. Responsible for maintaining and continuously improving the quality system and achieving quality objectives through daily actions.
Responsible for the management of remote and/or on-site installation of IT product solutions at a customer site. Determines customer needs and sets appropriate installation expectations, ensuring resources are aligned and available to complete the required activities within the prescribed time-frame. Performs validation process of IT solutions to evaluate effectiveness. Ensures all customers are fully satisfied with their IT product installation. Serves as a technical resource for lower levels on more complex system issues and manages critical customer situations. Responsible for the development of integration, implementation, and installation materials for supported IT products. Participates in new hire training and mentoring activities based on area of expertise. Designs, gains agreement, and communicates professional project plans for advanced customer implementations which confirm with Roche policies and procedures. Directs and coordinates activities to ensure project progresses on schedule and meets specified project performance parameters.
Responsible for administrative requirements including expensing, project reports, documentation, status reports, and adherence to regulatory requirements. Performs troubleshooting during the installation process through the post go-live time-frame to ensure that the IT solutions are fully functional and utilized as planned. Escalates implementation issues, as needed.
Who you are:
- Bachelor’s Degree in Computer Science, Information Technology, Medical Technology, Life Sciences, or three years of laboratory IT, general IT, or product line experience
- Technical skills within product groups; including Microsoft Windows, Microsoft SQL, Microsoft IIS, Oracle, Apache, JBoss, Drupal, PHP, MySQL, and Intersystems Cache
- Familiar with healthcare domain integration standards (ASTM, HL7, IHE, DICOM, HIPAA, etc.)
- Experience with file parsing (XML, XSLT, etc.)
- Knowledge of the clinical customer base and critical components of an LIS and laboratory IT process
- Ability to troubleshoot complex problems, consult and drive resolution
- Highly effective communication skills; ability to effectively communicate with and translate requirements for both technical and non-technical groups