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Hill-Rom Manager, Implementation Engineering (Remote) in Home Office/Virtual, North Carolina


Team Management & Development

  1. Maintain weekly, individual communication with your team members to monitor and provide feedback on their current and upcoming projects. Review Implementation Engineer status reports and other required documentation.

  2. Coach team members on positive customer interactions, time management issues, expense reporting and adherence to implementation methodologies.

  3. Measure and track individual IE performance levels. Provide timely and effective performance feedback. Responsible for developing and delivering on-boarding training, on-going training, and performance improvement plans for low performers.

  4. Create, manage and execute individual development plans ensuring that technical and service skills are shared throughout the team.

  5. Drive within direct reports a proactive approach towards safety, health, and quality in compliance with all company, governmental and customer regulations. (Relative to HealthCare and Medical Device Industry)

  6. Engage regularly with Care Communications Sales & Service leadership to monitor group effectiveness and process improvement.

Resource Management

  1. Define a catalog of standardized services that are delivered by the team and the associated processes to receive requests and deliver them in a consistent and timely manner.

  2. Responsible for monthly professional services unit goals, targets and driving resource utilization to create margin improvement

  3. Proactively identify areas of opportunity for the development and execution of new processes and problem-solving tools to improve the team’s effectiveness and efficiency.

  4. Solicit and report product improvement feedback from Hillrom teams on team performance improvements

Process & Product Innovation

  1. Design and manage all implementation and implementation engineering processes to target KPIs with a continuous improvement mentality

  2. Partner with Hillrom Technical Services & R&D to provide feedback on products as it correlates to field and implementation rollout plan.

Customer Management

  1. Foster, maintain and enhance customer relationships to ensure highest levels of customer satisfaction are maintained

  2. Serve as escalation point for Implementation Engineering issues regarding customer engagements including customer issues, technical questions, and resource issues. Engage necessary internal and external resources to resolve escalations

  3. Work with your internal peers in Service, Sales, and Operation to effectively manage your team’s implementations.

  4. Build out Enterprise-level infrastructure and work with IDNs to define their architecture.

  5. Act as IT Liaison for large IDN customers


  1. Four-year college degree

  2. Minimum of 5 years’ experience desired working in implementation in an acute healthcare environment

  3. Extensive experience in the customer interactions and business problem solving.

  4. Excellent communication skills, including issue tracking, triaging and crisis management.

  5. Ability to manage multiple customer projects and remote workforce simultaneously.

  6. Willingness to travel at least 25% of the time, and as business necessitates on short notice, weekends and/or after hours to meet customer needs, while thriving in high pressure environment.

  7. Experience in process implementation, management, improvement, decision making, planning and services excellence.

  8. Strong Technical Aptitude

Job: Technical Service

Primary Location: United States-North Carolina - Home Office/Virtual

Other Locations: United States

Schedule Full-time

Travel Yes, 20 % of the Time

Posting Entity Hillrom

Req ID: 21123619