Director IT Technical Service

Company: Hill-Rom
Location: Cary
Posted on: February 15, 2020

Job Description:

Hillrom's vision is a real-time, connected care environment that delivers actionable information to the right people at the right time. The company is in the process of interconnecting its portfolio of communication and patient flow solutions, along with its intelligent bed and therapy surface products, so they can share information among themselves and with other hospital products and systems. Delivering the right information to the right people at the right time helps hospital staff care for patients more safely, efficiently and effectively. Hillrom s Care Communications is a product portfolio comprised of communications apps and devices, like Voalte Platform and Hillrom Nurse Call, to help connect caregivers with each other and their patients. Hillrom Nurse Call, Hillrom Bed Connectivity Applications, Hillrom Care Sign, Enterpri Reporting, Staff Locating and SmartConnect Integrations all focused on a vision of unifying the software platform to drive workflow efficiency, improving patient outcomes and strengthening patient engagement. It is a fast- growing portfolio with strong year over year growth. The Director Technical Service directs the technical support and services functions in the Services organization. This position is responsible for the development and improvement of people, processes, and tools to support a rapidly growing base of over 1,000 hospital customers across multiple software and hardware product lines. The team provides tier 1 and tier 2 technical support from 2 call centers (Cary, NC and Sarasota FL) in addition to a remote upgrades team working with existing customers and a remote implementations team focused on server build, integration, and configuration. Reporting_Structure The Director Technical Service reports directly to the Executive Director Care Communications. The Director Technical Service manages a team of 124 via 5 direct reports/ managers. ESSENTIAL DUTIES AND RESPONSIBILITIES: Other duties may be assigned: Develop, communicate and execute the technical services strategy. Establish and monitor appropriate organization and performance metrics for use in managing the technical services business. Establish clear communication and work procedures technical services issue with cross-functional teams. Responsible for communicating with research and engineering leadership to include tools and processes for Technical Services in new product development efforts. Lead and partner with leadership of Care Communications functional areas. Develop and strengthen on-going relationships with all of the Care Communications clients. Establish short-term and long-term plans, policies and standards for managers that lead the technical services teams. Establish new product technical services direction to ensure that the technical services leadership is properly prepared for new products. Provide strategy and guidance for technical services programs ensuring profitability and customer satisfaction. Manage revenue, departmental budget and maintains margin. Recruit, direct, guide, develop technical services leadership and staff. Develop and execute customer satisfaction / NPS strategy Support pre-sales quotation and design services, new product services, remote services and post implementation support to drive business results and a customer focused culture. Responsible for performing this job in accordance with all applicable regulatory and Quality System Standard Operation Procedures and Work Instructions, and the Hillrom Standards of Business Conduct. Directly supervises a team of 5-6 managers totaling approximately 70 IT services personnel for Care Communications solution sets. LOCATION: The role is located at our facility near the famed Research Triangle Park in the Raleigh, North Carolina suburb of Cary. Local candidates preferred. Qualifications_And_Skills Bachelor s degree in a business, management, or technical discipline required; MBA or advanced degree is highly desirable. 12 -15 years related experience (such as leading a help desk call center) IT services is required. Working knowledge of IT management and ability to understand details of technical issues required. Healthcare IT, FDA, Medical Device a plus. 4 - 5 years experience in a managerial role in a technical services environment with preference of having managed managers Knowledge of technical services operations, business planning and executio including best practices and processes. Excellent skills in business management such as communication, negotiation motivation and persuasion. Demonstrated ability to communicate and interact with high-level customers sales team, internal senior management, and various technical experts. Knowledge of the clinical communication and workflow of acute care environments as it relates to patient safety is a plus. Ability to travel is required (estimated 50% or less). Hillrom is a $2.9B leading worldwide manufacturer and provider of medical technologies and related services for the health care industry, including patient support systems, safe mobility and handling solutions, non-invasive therapeutic products for a variety of acute and chronic medical conditions, medical equipment rentals, surgical products and information technology solutions. Hillrom is an equal employment employer F/M/Disability/Vet/Sexual Orientation/ Gender Identity #INDHR Job Technical Service Primary Location United States-North Carolina-Cary Schedule Full-time Travel Yes, 25 % of the Time Posting Entity Hillrom

Keywords: Hill-Rom, Cary , Director IT Technical Service , IT / Software / Systems , Cary, North Carolina