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Instrumentation Laboratory - Bedford Product Line Support Manager, IT Solutions North America in Bedford, Massachusetts


Werfen, founded in 1966, is a worldwide developer, manufacturer and distributor of specialized diagnostic instruments, related reagents, automation workcells, and data management solutions for use primarily in hospitals and independent clinical laboratories. The Company’s business lines include Hemostasis, Acute Care, and Autoimmunity diagnostics, as well as Original Equipment Manufacturing. Our success comes from a specific focus in these rapidly evolving diagnostic areas, our commitment to customers, and our dedication to innovation and quality. We’re passionate about providing healthcare professionals the most valuable and complete solutions to improve hospital efficiency and enhance patient care.

Our North American Commercial Operations, as well as our Headquarters and Technology Center for Hemostasis and Acute Care Diagnostics, are based in Bedford, MA. Our Headquarters and Technology Center for Autoimmunity Diagnostics is based in San Diego, CA. Additionally, our Technology Center for Hemostasis and Blood Gas Reagents is in Orangeburg, NY, and our Technology Center for Whole Blood Hemostasis is in San Diego, CA.

If you are interested in constantly learning and being challenged on a daily basis we encourage you to submit your resume or CV.


Responsible for providing internal and external support on all IT focused product functionality, solutions and solution architecture. This includes providing escalated support, facilitating/leading/advising on technology integration for customers, manageing vendor middleware relationships for health delivery organizations, as well as generating and delivering training curriculum as it relates to the implementation and support of IT Solutions in North America.

Key Accountabilities:

  • Maintains relationships tointernal key stakeholders through regular comunications

  • Maintains up to date knowledge of customers IT strategyProcesses & Workflows, IT Solutions implementation Strategies, latest Technology and Compliance needs. Follows these developments and acts as an ambassador for those with in Werfen

  • Engages, motivates, and facilitates Laboratory Information System/Hospital Information System ( LIS/HIS) business partners to achieve project deliverables

  • Provides escalated support to North America Commercial Organization.

  • Provides advanced expertise during IT solution implementation process with customers

  • Participates in change management process of IT Solutions products including creation of documentation to support training and communication activities

  • Creates and Maintains training materials and curriculum for the fast changing IT Solutions product portfolio

  • Ensures organizational compliance with all Quality, Regulatory, Service & Support policies, procedures, work instructions and records, ensuring all records are compliant, complete and accurate.

  • Other duties as assigned

Networking/Key Relationships:

  • North America Commercial Operations

  • Clinical Software

  • Strategic Business Unit: Marketing, World wide Service, Business Development

  • Customer Implementation and Project Teams

  • Information Technology

  • R&D

  • Training and Development

Minimum Knowledge & Experience Required for the Position:

  • Bachelor's degree in Information Technology, Computer Science or Engineering required. Equivalent experience in lieu of a degree will be considered.

  • Minimum of five years’ experience in a Software Application Engineering required (within Medical Device or Healthcare field preferred).

  • Working knowledge Healthcare industry required

  • Work experience at Health delivery organization or similar organizations preferred

Skills & Capabilities:

  • Expert knowledge of technology trends in health care settings,

  • Advanced understanding of IT healthcare network infrastructure

  • Experience with industry relevant interface technologies and protocols such as: Interface Engines, IT Security, Connectivity, Databases, Admit-Discharge-Transfer (ADT) and Point of Care Testing (POCT) devices

  • Highly collaborative. Excellent communication and cross-functional skills. Ability to work in a team environment collaborating with colleagues to drive and achieve goals

  • Ability to positively influence audience with technical and/or administrative content.

  • Ability to convey complex theories and procedures to functional practice and understanding to a varying audience.

  • Advanced ability to mentor, train, communicate and present content effectively to/with a variety of audiences: business partners, peers, management.

Travel requirements:

Up to 15% travel

If you are interested in constantly learning and being challenged on a daily basis we encourage you to submit your resume or CV.

Werfen appreciates and values diversity. We are an Equal Opportunity/Affirmative Action Employer M/F/D/V

We operate directly in over 30 countries, and in more than 100 territories through distributors. Annual revenue is approximately $2 billion and more than 5,000 employees around the world comprise our Werfen team.

Job ID: 2022-5257

Shift: Not Applicable

External Company URL:

Street: 180 Hartwell Road