À propos
Summary The Digital Solutions Engineer (DSE) is Stago’s national subject-matter expert for middleware, connectivity, cybersecurity, and digital workflow optimization across our hemostasis portfolio. This role is pivotal to pre-sale success, seamless implementation, rapid escalations, and long-term digital adoption. You are the technical backbone of Stago’s digital ecosystem, crafting best practices for middleware installations and leading the way on rule development, interface troubleshooting, and escalated digital issues. You partner with Training, Sales, Clinical Applications, Field Service, Product Management, and the SNA CSIRT team to ensure every customer is digitally enabled, digitally secure, and digitally confident. The DSE plays a national-impact role, improving field capability, reducing digital escalations, strengthening customer confidence, and shaping the next generation of Stago’s digital products.
Essential Duties and Responsibilities Middleware Installation & Configuration
Craft a seamless and efficient end-to-end installation, configuration, and implementation process for Stago middleware solutions.
Validate and troubleshoot ASTM/HL7, message integrity, interface mapping, and data flows.
Serve as second-level support to field teams if troubleshooting is required. Collaborate with customer IT teams on network configuration, firewalls, permissions, virtualization, and database connections.
Analyze data to identify if field employees are effectively using installation SOP or require repeat visits/second-level support often. Work with field manager to ensure employee has additional training.
Serve as project manager for Coag.One/st|hemE Manager implementations.
Rule Development & Optimization
Author, test, refine, and validate expert rules that support hemostasis workflows.
Maintain a rule template library and ensure standardization across teams.
Monitor performance of deployed rules and continuously optimize speed, ease of installation, and stability.
Create best-practice frameworks for fast, repeatable rule deployment that outperform LIS-native rule engines.
Support & Digital Escalation Leadership
Serve as the national Tier‑2 escalation point for all middleware/connectivity issues originating from Clinical Applications, Hotline, Field Service, Customer IT teams.
Lead root cause analysis on digital failures (connectivity, message rejection, rule misfires, server/database issues).
Work with st|hemE support, Hotline, Quality, and Marketing on troubleshooting and support efforts.
Track all ongoing troubleshooting, interim workarounds, and permanent fixes in alignment with quality standards.
Train and empower frontline teams to handle Tier‑1 support effectively, reducing unnecessary escalations.
Implementation Leadership & Cross‑Functional Collaboration
Own the digital/middleware workstream in pre‑install planning, go‑live, and post‑go‑live stabilization.
Provide project milestones, dependencies, risk mitigation, and readiness assessments.
Collaborate seamlessly with:
Clinical Applications on workflow integration
Service Engineering on instrument–digital interaction
Sales on pre‑sale digital demos or evaluations
Product Management & HQ Digital Teams on feature needs
Training to embed digital in all Stago education. Support and supplement training efforts as SMEs in the creation and delivery of in‑person and online training material.
Ensure all installations meet Stago compliance, workflow, and cybersecurity requirements.
Cybersecurity & Compliance Partnership
Partner with the SNA CSIRT team on completion of cybersecurity forms, risk assessments, architecture documents, and mitigation plans.
Assist customers in understanding digital security controls, deployment requirements, and industry best practices.
Participate in customer calls as needed.
Stay current on security, privacy, and digital compliance evolution (FDA, CAP, CLSI, AAMI, cybersecurity frameworks).
Participate in cybersecurity investigations impacting digital platforms or middleware.
Maintain a repository of official documents from Stago Global teams. Make requests for updated information as necessary.
Product Feedback, Innovation, and Pilot Leadership
Gather nuanced, authentic customer feedback about digital usability, UI flow, performance constraints, and rule needs.
Provide structured feedback to Product Management to influence roadmap, features, and future launches.
Act as early adopter/ pilot lead for new digital releases and verify backwards compatibility.
Support Marketing with expert input for messaging, value proposition, and customer materials.
Documentation, Knowledge Sharing & Field Development
Maintain all middleware documentation:
Installation guides
Rule‑development guides
Interface maps
Version notes
Troubleshooting guides
Build digital playbooks to codify best practices, workflows, and escalation paths.
Support the training of all internal teams on all digital products.
Integrate digital components into all Stago training programs (customer and internal).
Responsible for prompt problem resolution for customers but must include local support teams in the process so all teams gain middleware knowledge.
Performs all other duties as assigned by management.
Education and/or Experience
Bachelor’s degree in Computer Science, Medical Technology, Information Systems, Biomedical Engineering, or related field required plus 5+ years of experience in clinical diagnostics, middleware support, digital workflow design, technical IVD support, or support of digital products required.
Strong knowledge of Microsoft Office and a good working knowledge of Windows Server Operating Systems is preferred. Experience with Database administration skills (Microsoft SQL Server and MySQL DBMS) is preferred. Computer network infrastructure and Windows networking skills are highly preferred.
Strong understanding of network configuration, connectivity, Windows OS, database structures, virtualization, and HL7/ASTM.
Experience supporting digital tools in a clinical laboratory or IVD vendor setting.
Valid driver’s license and passport with ability to travel domestically and/or globally.
Up to 60% travel, including overnight and occasional international trips (Canada, France).
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This job requires the individual to be fully vaccinated against COVID-19, absent a legally required accommodation, as determined by customer requirements.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability or protected veteran status.
Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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Compétences linguistiques
- English
Avis aux utilisateurs
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