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Mgr, Product Support Specialist (R1069774) in Frederick, MD at IQVIA™

Date Posted: 5/15/2019

Job Snapshot

  • Employee Type:
  • Location:
    Frederick, MD
  • Experience:
    Not Specified
  • Date Posted:
  • Job ID:

Job Description

Join us on our exciting journey! IQVIA™ is The Human Data Science Company™, focused on using data and science to help healthcare clients find better solutions for their patients. Formed through the merger of IMS Health and Quintiles, IQVIA offers a broad range of solutions that harness advances in healthcare information, technology, analytics and human ingenuity to drive healthcare forward.

Job Summary

Summary of Essential Job Functions

  • Team Management
    • Manage and lead a team of Product Support Specialists. This includes a team of offshore specialists.
    • Create a measure of standardization and quality for PSS team tasks including CMS content entry, project deliverables (regulatory submission packages, etc.), tablet configuration and shipment, and helpdesk support.
    • Ensure compliance with departmental standard operating procedures, work instructions and required training.
    • Set clear team goals and define success for the team.
    • Meet regularly with team members to promote growth and identify training opportunities.
    • Reinforce the importance of core competencies: problem solving, communication, teamwork, accountability, trust, etc.
    • Continuously work to improve the PSS workflow by maintaining Work Instructions and SOPs.
    • Monitor team performance/productivity and report on metrics.
    • Manage team workload and resources according to Departmental needs and deadlines.
    • Escalate team issues and needs. Champion the resolution and create a knowledge sharing opportunity for the entire department.
    • Manage team’s attendance, leave requests and schedules.
  • Collaborate with PM Team Leads to prioritize project deliverables.
  • Work with Senior Management and Development Team on ways to improve the product.
  • Identify procedural challenges, bottlenecks and inefficiencies and work with other team leads, directors and senior management to propose solutions towards enhanced productivity, quality and efficiency.
  • Work well cross-departmentally to ensure client expectations are exceeded.
  • HR
    • Screen, interview and make recommendations on PSS hiring process - Review and provide feedback on staffing plans.
    • Train and onboard PSS new hires. Maintain training schedules and resources.
    • Lead performance evaluations for direct reports.
  • Sales
    • Assist business staff and senior management in the writing and reviewing of budgets, contracts, proposals, change orders, questionnaires, and audits.

Supervisory Responsibilities

This position has responsibility for managing the following role:

  •  Product Support Specialist

Experience Requirements

  • At least 5 years of management experience, preferably in software development and/or healthcare research
  • 3 to 5 years experience in a Quality Control or Data Entry environment

Skill Requirements

  • Strong sense of teamwork and leadership
  • Problem solving
  • Excellent communication
  • Self-motivated
  • Attention to detail
  • Managing processes and developing standards
  • Familiarity with MS Office Suite, Adobe Acrobat, or similar tools
  • Google Suite
  • Basic technical knowledge of HTML


  • College undergraduate degree or commensurate experience.

IQVIA is an EEO Employer - Minorities/Females/Protected Veterans/Disabled'

We know that meaningful results require not only the right approach but also the right people. Regardless of your role, we invite you to reimagine healthcare with us. You will have the opportunity to play an important part in helping our clients drive healthcare forward and ultimately improve human health outcomes. Whatever your career goals, we are here to ensure you get there! We invite you to join IQVIA™

Job ID: R1069774