Sr Manager, Field IT

Position Summary

Strategically manage activities associated with the Field IT team and cross-functionally collaborating with the varying functions within the IT & Data Solutions teams to effectively deliver Data & IT solutions ensuring world class technical customer service is provided for all internal and external customers on all diagnostic test systems marketed by bioMérieux.

Primary Duties

1. Lead connectivity and LIS implementation processes to drive customer Go Live for the middleware connected diagnostic systems marketed by bioMérieux to ensure delivery of world class customer service.
2. Manage and drive day-to-day business operations to ensure alignment with corporate policies, successful execution and completion of projects by established deadlines through cross-functional collaboration and provide risk mitigation measures for projects at risk.
3. Manage and drive the elevated customer support processes to ensure customer needs and expectations are met for diagnostic systems marketed by bioMérieux.
4. Establish and deliver Integrated Solutions support, training, troubleshooting and consultation to internal and external customers for diagnostic test systems marketed by bioMérieux.
5. Provide leadership, enforce company and departmental policies and procedures, facilitate communication among front line staff, set priorities and coordinate teamwork among customer facing groups to achieve customer satisfaction and drive project revenue in support of organizational objectives.
6. Ensure proper training and development is provided for employees. Motivate team members to achieve goals and objectives through individual coaching, staff meetings and routine reporting; implement corrective action process as required.
7. Coordinate response to customer and sales force inquiries on bioMérieux Integrated Solution products and services.
8. Determine best practices and work with department management to align on identified best practice to ensure serviceability of our customers and organizational objectives are met.  
9. Perform all work in compliance with company quality procedures and standards.
10. Perform other duties as assigned.

Qualifications

Required Education, Training and Experience

• Bachelor degree required in Computer Science, Medical Technology, Business Management or applicable field/discipline.
• 6+ years of related experience with degree including demonstrated ability to lead others in Technical service and management experience in medical equipment, computer networking, or equivalent.

Preferred Education, Training and Experience

• 2+ years demonstrated leadership experience, including ability to lead/manage projects and tasks assigned by management.
• Expertise in solution deployment in the IVD or biotech industry preferred.
• Experience with systems marketed by bioMérieux is preferred.

Knowledge, Skills, and Abilities

• Consistently upholds and reflects the core ethical principles and values that bioMérieux promotes.
• Written and Oral Communication skills including the ability to communicate technical data in written and presentation form.
• Analyze data and make decisions/recommendations, using data to guide decision-making and provide suggestions for improvement.
• Managing and measuring work by tracking progress, performance, and goal achievement using metrics and KPIs.
• Effectively deal with ambiguity requiring adaptability, critical thinking, and proactive communication to navigate situations with limited details.
• Ability to work cross-functionally allowing for better collaboration and communication when working across teams to achieve shared objectives.
• Inspire and energize individuals to achieve their best performance.
• Advanced skill in MS Office tools to include but not limited to Outlook, Teams, Word, and Excel.
• Broad knowledge of Healthcare IT practices and principles.
• Excellent planning and strong organizational and project management skills.

Supervisory Responsibilities

The role includes direct supervision of 6–10 employees. Responsibilities span operational oversight, performance guidance, and team leadership.

Working Conditions & Physical Requirements

• Ability to remain in stationary position for prolonged periods

• Travel requirements include:

• Domestic Travel Required: up to 30% of time
• International Travel Required: less than 5% of time