Practice Manager, Implementation Engineering

Vocera San Jose , CA 95111

Posted 4 months ago

Location: Home Office, United States

Type of Employee: Full Time

Vocera has one mission: to simplify and improve the lives of healthcare professionals, patients, and families. Founded in 2000, we changed the way care teams communicate. Today, we continue to offer the leading platform for clinical communication and workflow. About 1,400 hospitals and health systems around the world use Vocera solutions. Our platform provides software for voice, secure text messaging, and patient engagement. It integrates with more than 120 clinical and operational systems: EHRs, nurse call, physiologic monitors, and more, with event-driven alarm management. Our wide choice of devices includes smartphones and hands-free wearables. Vocera is headquartered in San Jose, Calif., with offices in Indiana, San Francisco, Canada, India, United Arab Emirates, and the United Kingdom. Learn more at www.vocera.com, and follow @VoceraComm on Twitter.

Position Description

We are looking for an exceptional individual to lead a team of Regional Managers and Implementation Engineers to develop customer facing solutions that produce workflow improvements, support the end user and maximize the benefits of the Vocera product suite. In collaboration with other Practice Managers, this team executes pre-deployment workshops, develops clinical workflow analysis and design, establishes best practice implementation processes, trains stakeholders and manages projects. This role reports to the Vice President of Professional Services.

Responsibilities

  • Create, manage and drive the vision of the Implementation Engineering team by understanding the needs of Vocera and the customer base while aligning that with the vision of the other practices within the Professional Services organization

  • Manage a small team of regional managers, whom each manage a team of Implementation Engineers

  • Provide reports, metrics and insight on the Implementation Engineering practice to the VP of Professional Services and other business leaders

  • Spend time in the field with regional managers and Implementation Engineers supporting project deployments

  • Manage processes and procedures for the Implementation Engineering team to follow, leveraging feedback received from customers and others

  • Manage a documentation library used by the Implementation Engineering team

  • Manage and cultivate relationships with third party vendors and contractors

  • Build and maintain a library of best practices for the Implementation Engineering team to follow

Competencies

  • Strong problem solving and analytical skills resulting in the discovery and resolution of hidden issues some of which may be related to source data

  • Effective organizational and multi-tasking skills with ability to manage multiple simultaneous customer engagements

  • Exposure to implementing or supporting PBX installations

  • Successful track record integrating with third party systems utilizing standard protocols such as HL7

  • Demonstrated ability to collect, document and negotiate customer requirements

  • Efficient, organized, self-starter capable of managing competing priorities

  • Excellent interpersonal skills and ability to communicate professionally with customers, partners and internal teams through strong written and verbal communications skills

  • Ability to teach technical courses and present information to technical audiences

  • Ability to lead and develop a team a high performing manager and individual contributors Excellent verbal and written communication skills, including demonstrated ability to develop and deliver presentations, proposals, workflow designs, and training materials

  • Basic knowledge of computer operations and ability to use MS Excel/Office, Visio and Microsoft Project tools

  • Ability to utilize resources and problem solve independently

Requirements

  • BA/BS in a related technical discipline or equivalent

  • 10+ years of relevant experience in a customer facing technical services or support role

  • 7+ years demonstrated experience leading high performing teams

  • Technical consultative experience

  • Knowledge and demonstrated success in technical deployment of solutions

  • Project management experience including documenting system requirements, creating and maintaining project plans, writing project status reports, managing internal teams, and working with client IT and clinical units to deliver solutions compliant with standard processes and meeting project success criteria preferred

  • Hands on experience deploying in a clinical environment

  • Interest and desire in using technology to improve healthcare practices and productivity

  • 50%+ travel throughout the United States, with the possibility of occasional international travel

Belief in Diversity

Vocera Communications is an Affirmative Action Employer committed to workforce diversity. Qualified applicants will receive consideration without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, or genetic information.


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Vocera