Manager, Clinical Applications

JOB SUMMARY: The Manager of Clinical Applications is responsible for the planning and delivery of clinical training and customer education to enhance customer acceptance and appreciation of Heidelberg’s products and services. Taking a customer-focused approach, the Manager oversees, and plans detailed and timely education and certification of the CAS team to ensure readiness to support all clinical and installation needs of HEI’s products. In turn, the manager should be able to provide in-depth product support, training, and advice on the application and use of advanced ophthalmic imaging instrumentation both internally and externally. In addition, the position is responsible for assessing team performance and capacity to align with future changes in workload anticipated by HEI’s growth strategies.

The Manager Clinical Applications will collaborate closely and cross functionally with the US marketing, customer care, clinical affairs and technical services teams to foster an integrated and cohesive customer-centric approach. The manager will lead the CAS team to be involved and deliver high quality user training, seminars and hands-on events. Lastly, the manager through the team will also collect and communicate field experience to provide feedback to relevant company functions such as service, marketing, R&D and senior management.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Oversee the implementation and delivery of product installations and clinical customer training and proper use of HE products.
• Lead and manage the field Clinical Application Specialists and in-house Clinical Application and Support Specialists; ensure that team members are well-trained and empowered to deliver on customer expectations and company needs of education.
• Establish and update clinical curriculum for customer training in collaboration with the Training and Education Manager. The Manager Clinical Applications will provide ongoing training and re-certification of the CAS team ensuring consistent levels of knowledge.
• Lead clinical educational programs for physicians and photographers. Collaborate with Sales and Marketing to define locations and schedule.
• Occasionally travel to customer sites, conferences, and internal meetings.
• As needed, provide clinical and product training support to the sales team.
• Work cross-functionally with the sales department and customer care to optimize install scheduling to meet customer expectations and minimize costs for the company.
• Plan and ensure distribution of CAS participation in key trade shows to provide applications support as well as to stay current with clinical research and trends. This activity will include set-up overseeing equipment.
• Anticipate and plan the arrival of new products (ANTERION, for example) by scheduling training sessions for the CAS team.
• Encourage and challenge all members of the CAS team to take on special initiatives that will help advance our knowledge and value to customers.
• Prepare and manage department annual budget
• Perform administrative duties including review and approval of expense reports and PTO requests, conduct annual performance reviews, and provide departmental reports