Clinical Services Manager

3 weeks ago

Gisborne, Gisborne, New Zealand Gateway Recruiting Full time

Job Summary:

  • Overseeing field clinical engineers and remote support personnel.
  • Developing and implementing a time/resource management system to optimize deployment and support.
  • Building the infrastructure to facilitate hospital engagement, including making formal proposals for hospitals to receive and utilize the system during the clinical study period.
  • Managing administrative and IT approvals for system installation.
  • Personally leading installations and case support while ensuring trained personnel are deployed effectively.
  • Generating operational and performance reports to drive decision-making.
  • Scaling service operations from single-digit installations to 50+ sites within two years.

Key Responsibilities:

1. Operational & Team Management

  • Recruit, train, and manage field clinical engineers and remote support staff.
  • Establish and optimize resource allocation for hospital sites.
  • Develop protocols and workflows for installation, case support, and troubleshooting.
  • Oversee case coverage logistics, ensuring trained personnel are available when needed.

2. Hospital & IT Engagement

  • Develop proposals and site activation strategies for hospitals to receive the system and participate in clinical studies.
  • Navigate hospital administration, IT, and security approvals for system installation.
  • Lead onsite installations, ensuring system readiness and compliance.
  • Serve as the primary point of contact for hospital partners during initial setup.

3. System Deployment & Support

  • Perform system installations at hospital sites.
  • Provide hands-on clinical case support, troubleshooting, and workflow optimization.
  • Establish and manage a remote support infrastructure for real-time assistance.
  • Activate trained personnel to perform case support, ensuring coverage across all active sites.

4. Reporting & Process Improvement

  • Generate performance reports on system utilization, troubleshooting logs, and personnel effectiveness.
  • Identify opportunities for process improvements and operational efficiencies.
  • Collaborate with R&D, regulatory, and commercial teams to align deployment with broader company goals.

Qualifications & Experience:

Required:

  • 5+ years of experience in clinical service management, field clinical engineering, or related roles in the medical device industry.
  • Experience managing hospital deployments and securing IT & administrative approvals.
  • Strong background in technical system installation and clinical case support.
  • Experience developing operational workflows and managing remote field teams.
  • Ability to handle multiple hospital sites, balancing personnel deployment and support needs.
  • Willingness to travel domestically as needed.

Preferred:

  • Experience with pre-FDA approval clinical study deployments.
  • Prior experience scaling service operations from early-stage to widespread adoption.
  • Familiarity with hospital IT requirements, including security and compliance.
  • Cardiac Rhythm Management (CRM), pacing, electrophysiology, or cardiovascular device experience is a strong plus.
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