IT Implementation Supervisor

Job Summary

To manage IT Implementation Specialists on a daily basis, distribute responsibilities, plan meetings and manage the group in order to safeguard the support to the sales network at any time. This will also include the management of any current IT apprentice.

Install Werfen IT solutions and implement instrument network capabilities across all Business Units within Werfen Limited. Work with the Werfen IT Project Manager & Implementation Manager to manage and deliver  IT implementation plans. Deliver training for customers and other Werfen employees as required for all Werfen IT solutions. Support the IT Business Unit Manager as required on IT specific issues and in the preparation of tenders.

Key Accountabilities

• With the IT Project Manager, and other IT Implementation Specialists, ensure that installations and initial training of IT products are carried out efficiently and effectively.
• With the IT Business Unit Manager arrange and chair scheduled internal team meetings to coordinate priorities and set expectations with all relevant teams
• Provide the team with all required product updates and arrange any necessary team product training.
• Coordinate a group of people and ensure the best use and development of their professional skills
• Installation of Werfen Managed Network Solutions, liaising with relevant Werfen and customer staff as needed to progress projects all the way from design through to installation.
• Maintain accurate and up to date customer and system information. Maintain the IT knowledge database and provide appropriate input to the sales database. You are responsible for ensuring this information is kept up to date on Fiori as required. The maintenance of CRM is mandatory.
• Liaise with the Business Unit Managers, Sales Manager and Marketing Managers in the completion of tenders where IT input is required and complete any specific IT specification questions when requested to do so.
• Liaise frequently with the Haemostasis, Acute Care, Autoimmune/Infectious Disease,  Transplant & Transfusion Application Specialists and Technical Service to ensure a smooth and free flow of information horizontally.
• As required, support the IT Technical Specialists within the Technical Services department.
• Be aware of, and report upon, any competitive activities /strategies.
• Maintain current knowledge of IT, PC and Operating System issues.
• Maintain a current basic knowledge of the operation and applications of all instruments with which Werfen IT solutions are used.
• With the IT Project Manager and other IT Implementation Specialists ensure that documented installation and configuration procedures are available for all IT products.
• Ensure all required documentation (Installation, IQ, OQ, data deletion, etc.) is fully completed within 1-day post installation event and stored in the relevant Fiori customer folder.
• Provide customer training on Werfen IT solutions as required, ensuring that a record of training is completed and stored in Fiori.
• Provide internal training to other IT Implementation Specialists, Area Account Managers, Application Specialists and Apprentices on Werfen IT solutions as required, ensuring that a record of training is completed via SAP and included in the training plan.
• Liaise with the suppliers of Werfen IT products (e.g., Werfen Clinical Software, ONQU etc.) as required.
• Liaise with IT Project Manager, Implementation Manager, Area Account Managers, Application Specialists, IT Solutions Architect, and the Service Department in order to ensure smooth and trouble-free installation of Werfen IT solutions.
• Actively promote Werfen IT solutions to users and non-users of Werfen instrumentation, suppliers of other analysers and of host computer systems as appropriate.
• Carry out presentations and demonstrations of Werfen IT solutions to the highest level of professionalism.
• Assist, as required, in the planning and execution of new Werfen IT solution launches.
• Liaise, as required, with suppliers of host computer systems and non-Werfen analysers to ensure smooth implementation of Werfen IT solution installations.
• Provide the IT Business Unit Manager with an itinerary for the coming week by each Friday via Outlook Calendar.
• Utilising CRM tools complete customer reports post any site visit.
• Utilising CRM complete and log Remote Session report following any completed remote session. Forward to Service Support Helpdesk and the customer.
• Utilise the appropriate planner tools and action logs to ensure status of all projects are kept up to date with all relevant comments and attachments.
• Ensure the use of CRM to create tickets linked to calendar entries.
• Ensure all completed tickets, inclusive of all information, are closed within 5 working days in order that a monthly report of activities can be created.
• Application and Hardware testing in house to support new version releases and hardware solutions.
• Creation of customer complaints in SAP in accordance with IT escalation & quality procedures.
• Plan and carry out IT infrastructure upgrades, as agreed by the Business Unit Managers, working with the IT Project Manager, IT Solutions Architect and IT Technical Specialists as required.
• Ensure the IT Business Unit Manager is advised immediately of any problems which might prevent the achievement of your objectives.
• Ensure that you are familiar with our IMS and relevant policies and procedures.
• Ensure complaints are closed to total customer satisfaction.
• Ensure full compliance to the Werfen code of ethics.
• Do not regard the foregoing as exclusive, be proactive in furthering our aims and objectives.

Networking/Key relationships

Internal Networking:

• IT Implementation Specialists
• IT Project Manager
• IT Business Unit Manager
• Implementation Manager
• Acute Care, AI/ID, Haemostasis, Transfusion & Transplant Business Unit Managers and Technical Services Manager
• In-house Technical Specialists (Helpdesk)
• Quality Manager
• Sales & Service Coordinator(s)
• Area Account Managers, Application Specialists & Marketing Managers in all business units
• Modulab Product Manager
• Modulab Sales Specialist
• IT Technical Specialists
• IT Solutions Architect
• IT Governance, Risk and Compliance Lead

Minimum Knowledge & Experience required for the position:

Bachelors level degree or equivalent combination of education and experience in an IT, Technical or Support related field, with a minimum of 36 months employment experience post education, plus:

• Network infrastructure understanding/experience – hardware and system configuration and ability to follow architecture models (Layer 2/3 network configuration knowledge)
• Access Control Systems - understanding active directory and domain management
• VPN knowledge - IPSec and Open VPN
• Configuration of Routing / Firewalls / Interfaces / vLAN creation and management
• Configuration and Management of Virtual Machines - (Hyper-V and VMWare knowledge an advantage)
• Oracle Data base use / experience
• Health communications standards - API requirements and security requirements, HIS / LIS
• Working within or assisting with 'project managed' system implementations
• Must be able to demonstrate IT operational and support skills
• Ideally have experience in laboratory-based health care diagnostics
• Able to use the most common office software and corporate IT systems (e.g., SAP)

Skills & Capabilities:

This is a high-visibility position. The ideal candidate will have a combination of IT and diagnostics experience, excellent knowledge of diagnostic IT solutions, with high-energy and be extremely self-motivated. Must be able to build cooperative relationships and work as part of a team.

• Scientific, Engineering and Technical proficiency
• IT literacy – including complex applications, databases, communications protocols, and network infrastructure
• Ability to work effectively under pressure and as part of a team
• Outstanding communication skills, both spoken and written
• Efficient planning and organisation capability
• Interest in problem solving and issue identification
• Keen attention to detail
• Positive and Helpful attitude.

International Mobility:

• Required: YES, occasionally
• Attend Werfen local/global meetings and training as required (typically in Werfen Headquarters in Barcelona)

Travel requirements:

UK wide as required to fulfil the role (>50%)

Acknowledgement:

The above statements are intended to describe the general nature and level of work being performed by the incumbent. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of this position.