Solution Support Device SME (US-Based, Remote)

Summary

This role manages support for connected device solutions in clinical trials, focusing on operational excellence, troubleshooting, and site engagement. The position is remote, based in the US, and reports to the Associate Director in the EU region. The role requires strong clinical trial experience, technical troubleshooting skills, and the ability to communicate effectively with clinical sites.

Essential Functions

• Manages team(s) of junior-level professional employees responsible for successful execution of Tier II Site support for client projects at IQVIA.
• Provides leadership and guidance on objectives and priorities and coordinates strategic planning, research, and the tactical development, implementation, and management of support needs as per client requirements.
• Creates knowledge articles to facilitate knowledge sharing and improve site support quality.
• Defines training and mentors junior support team members on site support requirements.
• Oversees activities involving day-to-day support calls and ticket management for self and team.
• Performs ticket analysis to identify areas of improvement and ensure quality in site support needs.
• Runs operational reviews to provide status on overall support activities.
• Provides coaching and guidance on job performance and career development to direct reports.
• Delivers hyper care support, including direct site engagement and troubleshooting.
• Handles support tickets escalated from tier one teams, providing advanced field support.
• Ensures flexible work hours to accommodate site needs.

Qualifications

• Bachelor’s Degree in Computer Science, related field, or equivalent experience.
• Experience in clinical trials and site operations.
• Strong troubleshooting and support background, preferably with connected devices (preferred, not mandatory).
• Excellent communication and soft skills for managing site interactions.
• Ability to work independently in a remote, home-based setting.

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com

IQVIA is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law. https://jobs.iqvia.com/eoe

The potential base pay range for this role, when annualized, is $75,000.00 - $187,600.00. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and welfare and/or other benefits.