Implementation Specialist

SUMMARY

REQUIREMENTS

• Bachelor’s Degree in Health or Technology Related-Sciences

• 2+ years experience in the clinical or technical field

• Proven track record of client engagement, technical expertise and project management

• Ability to perform technical installations and implementations if needed

PREFERENCES

• Previous product sales and launch experience

• Strong IT expertise, process development and country/field experience in healthcare sector

SKILLS/COMPETENCIES

• Intellectual inquisitiveness with a desire to create practical and innovative solutions.

• Analytical skills including general understanding of client engagement and product marketing

• Outstanding collaboration skills – at ease in a matrix organization and ambiguous, unestablished processes

• Meet organizational targets while aiming to exceed it always

• Ability to develop and influence relationships with clients and partners (sales and other regionally represented functions)  as well as regulatory, legal and quality functions

• Ability to plan, manage, execute projects and product launches within budget and on schedule, prioritize and monitor

• Ability to support tactical multi-channel marketing programs for the sales business unit

• Fluent communication in English (both verbal and written) and second Nigerian language strongly preferred

• Ability to communicate effectively and comfortable in presenting in  front of larger audiences and key organizational decision makers alone or with a group

• Ability to develop concise and pertinent presentations and proposals to support main ideas

• Ability to effectively build strong and sustainable networks both internal and external to the organization

• Ability to build customer relationships and potential sales pipeline

• Capability to establish and use networks to acquire information for potential revenue generation.

ESSENTIAL RESPONSIBILITIES

• Under minimal to no supervision, serve as Efferent’s technical lead to assigned customers; complete initial assessments, installation, implementation, troubleshooting, maintenance, and service repair needs on designated product and/or solution.

• May assist and/or train client on the designated product and/or solution as needed.

• Own customer issues from dispatch or identification of issue to resolution.

• If a Remote Technical Partner is engaged, proactively engage with them and client members to ensure they are aware of status of all issues at all times for the designated customers.

• Effectively communicate and partner with teammates and colleagues.

• Maintain communication with customers as needed to ensure resolution and proper follow-up, leading to customer satisfaction.

• Understand and communicate business goals and objectives to the broader Efferent team assigned to the customers.

• Partner with the customer and recommend value-added services that will help the customer run their business more efficiently.

• Keep up to date on administrative responsibilities such as maintaining customer assessment/implementation/service logs and internal service records in a timely manner, and managing cycle times.

• Utilize the Efferent’s escalation process, as needed, and work closely with appropriate personnel define and implement corrective action plans to resolve customer issues in a timely manner.

• Serve as a member of the technical community for key accounts.

• Effectively engage commercial counterparts, identify potential sales leads, participate in sales opportunities such as contract renewals, and assist with promoting and implementing revenue programs.

• Focus on customer needs and satisfaction, while building on and enhancing the relationship with the customer to ultimately become a perceived partner in their business.

• Keep up to date with competitor information and market trends.

• Identify business opportunities for the organization.

• Complete on-time and accurate Preventative Maintenance as needed.

• May include application training of clinical staff on designated equipment.

PREFERRED CANDIDATE PROFILE

• Problem solving skills

• Strong strategic and tactical marketing orientation

• Enthusiastic, self-motivated and positive “can-do” attitude

• Expected to promote culture of “excellence in execution”

• Customer Focused

• Experience in marketing or related field

• Creativity and execution

• Proactive team player and willingness to assist others

• Multi-national experience

• Healthcare industry experience preferred but not required

• Enjoys interacting and participating in an international and diverse team environment.

• High energy level

TECHNICAL RESPONSIBILITIES

• Strong knowledgeable of network infrastructure assessment and management, such as but not limited to MACs, WLAN, LAN, WAN/MAN, WAN, VPN Firewall, converged IP networks, TCP/IP.

• Strong Knowledge of Remote Access Protocols (SSH, Telnet etc)

• Strong knowledge and understanding of various technical architectures.

• Working knowledge of all of the following PC, Linux and MAC operating systems: Ubuntu/CentOS, Win XP, WIN 7, WIN 10, OS X 10.6

• Possess excellent troubleshooting skills and ability to problem isolate, problem identification, know when/how to escalate critical issues and resolve issues with technology partners.

• Understand technical requirements needed to deploy partner solutions.

• Use tools provided to understand processes, appropriately assign incidents or resolve incidents while working with virtual teams

• Ask probing questions to assist with the diagnosis, triage, or resolutions during critical use of applications.

• Basic Knowledge of Electronic Circuits/Electrical Power

PHYSICAL REQUIREMENTS

• Willingness to travel within Nigeria & West Africa

CAREER POTENTIAL

• Ability to grow into broader responsibility and / or other business area