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Position Description:
The Manager of Connectivity Support position will perform duties remotely to support the Connectivity Support team in the implementation of POC Link server and perform software upgrades for instrumentation.
Instrumentation may be deployed in hospitals, laboratories, clinics, schools, long-term care facilities, pharmacies, and other clinical and non-clinical settings.
Support will include:
- Identifying and resolving obstacles in the implementation of POC Link to ensure timely execution.
- Advising, consulting, and answering questions for the Connectivity Support team on common troubleshooting practices to resolve connection issues will be required.
- Share best-practices within the team to improve customer interactions and implementation execution among the various settings.
- Monitor, track, summarize, and report customer practices to report key learnings and the installation status of customer testing locations is also required.
Other duties may include:
- Monitor e-mail, web and phone intake channels to respond to team and customer inquiries
- Answer product related questions including implementation and troubleshooting
- Prioritize the time management of the Connectivity Support team within the region and assist with logistics
- Create and pull reports for customer interactions, performed tasks, and installation tracking in customer relationship management (CRM) system
- Identify needs which require further investigation and consultation; escalating complex questions and issues to the Technical Services or Technical Consultant Management teams as required
Workplace: 100% Remote, WFH, No Travel. Must be located within the United States.
This is a great opportunity to advance your leadership and technical skills while working alongside a leading medical device company!
EDUCATION AND EXPERIENCE:
Required
- Associate’s degree in IT-related fields or equivalent experience
- Minimum of 3 years of related IT experiences
- Minimum of 1 years of supervisory experience of a team
- Competent in computer operation including Microsoft Teams, Word, Excel, PowerPoint, and Outlook in addition to PDF files
- Ability to work with a diverse team on multiple tasks in a fast-paced, changing environment is critical
- Ability to leverage and/or engage others to accomplish tasks and projects
- Multitasks, prioritizes and meets deadlines in a timely manner
- General understanding of sales, customer service and consulting functions
- Strong organizational and follow up skills
- Excellent verbal and written communication skills and attention to detail
- Demonstrated ability to carry out assignments with minimal guidance in an accurate, dependable manner
Requirements in the following IT areas:
- Competent in cloud network and server utilization practices
- Proficient in cybersecurity practices
- Familiar with common firewall resolution practices
- Competent in routers, switches, ethernet ports, and Wi-Fi bridges configuration
- Familiar and understands most routing protocols with WAN/LAN networks and TCP/ICP Infrastructure
Preferred Experience:
- Familiarity with Salesforce CRM
#LI-CES
IQVIA is a leading global provider of advanced analytics, technology solutions and clinical research services to the life sciences industry. We believe in pushing the boundaries of human science and data science to make the biggest impact possible – to help our customers create a healthier world. Learn more at https://jobs.iqvia.com
We are committed to providing equal employment opportunities for all, including veterans and candidates with disabilities. https://jobs.iqvia.com/eoe
As the COVID-19 virus continues to evolve, IQVIA’s ability to operate and provide certain services to customers and partners necessitates IQVIA and its employees meet specific requirements regarding vaccination status. https://jobs.iqvia.com/covid-19-vaccine-status
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