IT Product Manager

An exciting opportunity has arisen for an IT Product Specialist to join a Top 10 global healthcare diagnostics business. Recognised as a best place to work for three consecutive years, the organisation places strong emphasis on employee development and engagement.

As an IT Product Specialist, you will support the customer base with leading-edge IT solutions across system design, installation, configuration, and ongoing support. This is a field-based, customer-facing role covering both hardware and software support for specialist diagnostic IT systems.

The successful candidate will deliver high-quality application and hardware support both on-site and remotely, ensuring customers receive an efficient and reliable service. Travel across the UK and Ireland is required, along with participation in an out-of-hours on-call rota (1 week in every 5).

Key ResponsibilitiesCustomer Service Centre & Telephone Support

• Provide first and second-line remote support via telephone
• Respond within defined KPI timescales
• Accurately log calls electronically in a timely manner
• Use remote access tools in line with company policy
• Maintain strong data accuracy and high first-time fix rates

IT Systems Planning & Installation

• Conduct IT site surveys
• Attend and contribute to project meetings
• Install and configure product IT systems
• Carry out system upgrades at end-of-life
• Liaise with customers and third parties as required

Customer Training

• Deliver training courses in-house, on-site, and online
• Maintain and update training materials in line with current practices
• Support development of online learning resources
• Develop and maintain customer competency assessments with high pass rates

Personal Development

• Complete job-specific training (IT, application, and laboratory-related)
• Attend all required company training (e.g. induction, driving assessment)
• Undertake technical instrumentation training
• Build understanding of CRM systems and internal policies/procedures

Health, Safety & Environment

• Complete all required health and safety training
• Adhere to company and customer H&S regulations
• Follow environmental policies including WEEE compliance and waste procedures

• Strong customer focus
• Good organisational skills
• Confident presentation skills
• Full, valid driving licence
• Experience troubleshooting IT systems
• Experience providing remote IT support
• Awareness of TCP/IP networking
• Strong network troubleshooting capability
• Ability to interpret technical and scientific documentation

Desirable

• Experience in a call/support centre environment
• Experience with laboratory IT systems
• Knowledge of diagnostic instrumentation
• Hardware deployment experience
• Knowledge of ASTM/HL7 communication protocols
• Knowledge of Microsoft SQL
• Knowledge of VMware/Hyper-V
• Degree (or equivalent) in a biomedical science-related field
• Desktop or server support experience

Pulled from the full job description Employee discount Gym membership Life insurance Employee assistance programme Company pension Private medical insurance, * 28 days holiday + 8 bank holidays

• Annual bonus
• Pension scheme
• Private healthcare insurance (BUPA)
• Cash plan (Simplyhealth)
• Income protection insurance
• Educational grant scheme
• Employee Assistance Programme
• Life insurance (6x annual salary)
• Perkbox benefits
• Gym membership

Pay: £51,111.00 per year