Customer Support Manager and Electronic Data Capture

Octagon Research Solutions, Inc., is a fast growing Development Partnering Organization (DPO), which acts as a virtual partner in supporting its Biopharmaceutical & Pharmaceutical clients throughout the entire clinical research, development and submissions process.  Based in Wayne, PA, Octagon meets their client's unmet needs by integrating information technology and multidisciplinary services to create a complete solution.  We offer unparalleled practical knowledge and industry expertise that spans the clinical research and development lifecycle. 

 

Reporting directly to the Vice President within our EDC Department located in Mountainview, CA , the Customer Support Manager’s primary responsibilities will include the following:

 

§Ideal candidate will have experience building and managing teams that support electronic data capture systems, or other clinical IT and EMR/EHR systems.

§Experience bootstrapping effective customer service functions for a start-up ASP/SaaS application service and cost effectively expanding that service for global reach as the business expands.

§Demonstrated leadership capability with outstanding customer service mindset.

§  Build-up and lead an integrated team of Customer Support associates in the execution of first level support for external clients. 

§Directly responsible for some technical tasks.  Very comfortable personally solving problems, getting in the trenches and seizing ownership of issues if he/she observes them not getting resolved.

§Ability to implement strategic initiatives within budget and timeline constraints such as a technical proof of concept.

§Leads help desk and supporting on-call functions.

§Ability to perform vendor analysis for outsourced services and manage vendor relationships

§Defines product support processes/guidances that support the needs of product management and product development. 

§Liaisons between implementation staff and product management to properly triage and prioritize customer issues within the planning process for future product releases. 

§Liaisons between other Octagon staff and clients for coordinating installations/deployments, as well as coordinating the implementation of subsequent maintenance releases. Performs software installation when required.

§Guarantees that acute product issues are properly escalated to product development for immediate attention, and feedback properly communicated to the client.  Responsible for maintenance of client issue database, and properl updating to reflect additional research/analysis, or development status.

§  Ensures that product enhancement requests are properly escalated to product management for review.

§  Ability to travel 5-10%

 

The successful candidate will have a combination of the following skills/experience: BS degree Minimum of 3-5 years experience in a technical team lead position preferably in a customer support, 1st level production support, or senior application development role. 3-5 years of hands on experience with integrated web technologies such as JAVA on Weblogic Application server desirable.3-5 years of experience working with relational database systems – preferable Oracle 9i and above.Ability to interact collaboratively across a typical software product domain working with partners in Project Management, Business, Development, and QA in a systems analytical role.Experience with software applications in the pharma/bio-tech drug development space highly desirable.  Experience with Electronic Data Capture, Data Management, or Clinical Trial Management software is highly desirable. Experience with implementing systems in a validated environment and familiar with 21 CFR Part 11 desirable. Comfortable coordinating multiple activities in parallel, or personally completing technical tasks on short time frames when necessary in a fast paced environment. 

Octagon is an Equal Opportunity Employer with an outstanding corporate culture.  We are an emerging growth company providing a business casual environment, strong benefits, competitive compensation and outstanding career advancement opportunities.  The entrepreneurial setting, coupled with our financial stability, has made us an employer of choice, and one of the most sought after Life Sciences employers in the area.  Please visit us at http://www.octagonresearch.com/ to learn more about how we are revolutionizing the drug development lifecycle.

 

To apply, please forward your resume to Chris Kane, Recruitment Specialist at CKane@octagonresearch.com.