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Director, Technical Services Kidney Care

at CVS Health

Posted: 9/26/2019
Job Reference #: 1068883BR
Keywords: operations

Job Description

Job Description
CVS Kidney Care, a wholly owned business of CVS Health, has been created to improve the lives and outcomes of renal patients. We are taking a comprehensive approach to changing the dynamics of today??s renal market. One facet is helping to remove the barriers to home dialysis which includes the development of a new home hemodialysis system.

The Technical Service Director for CVS Kidney Care will have a critical role in the launch of this new home hemodialysis system. The candidate will drive the development of a field support and operations infrastructure to enable broad deployment of the hemodialysis system throughout the United States. This includes strategic decisions around how to manage and implement home modifications, installation, and service and repair. As the hemodialysis system is still in development, this person will be able to influence key technology decisions to ensure efficient and effective field repairs. The individual will also be responsible for ensuring appropriate management of the field service engineers to make sure all customer needs are met on a timely basis and emergencies are responded to as quickly and efficiently as possible. This position’s primary responsibility is standing up a new field service team that will achieve operational effectiveness, customer satisfaction, and, more importantly, enable safe and effective treatment by home dialysis patients.

Responsibilities include:

Building a Technical Service Program - 80%
* Developing an operational model for field service including strategic decisions such as to outsource the activities or build up an internal team
* Ensuring an appropriate patient experience for patients treating with the CVS home hemodialysis system
* Deciding on the software management tools for tracking and documenting field activity
* Building a support team to assist with running the field service activities
* Working with internal CVS operational team to stand up necessary infrastructure to support field devices
* Working with CVS Kidney Care business team members to develop appropriate metrics for tracking success as well as highlighting where attention should be focused
* Building out a strategy for spare parts inventory, trunk kits, and other equipment. Work with procurement and finance to manage costs.
* Developing a forecast for budget and operational needs
* Enabling the CVS Kidney Care technical service team to be a revenue center for the various offerings CVS provides to customers
* Being a key member of the quality team reviewing and responding to field events
* Assisting in the development of appropriate quality procedures for the technical service team
* Managing the development of a field service manual, technical service training materials, any call scripts, etc., needed for customer support

Providing input to the system design - 20%
* Providing input on the tech service remote software used for troubleshooting the system while deployed in the field.
* Influencing the design of the home hemodialysis system to ensure that all field service activities are easily accomplished in a patient’s home - key parts can be accessed and replaced in a timely manner and with confidence in the repair

Required Qualifications
10+ years of related industry experience in Operations or Technical Service.
5+ years in a leadership role.
Ability and willingness to travel twice per month to team meetings and/or client visits.

Preferred Qualifications
* Demonstrates leadership
* Mechanical and electrical skills desired
* Understanding and troubleshooting of basic hydraulics
* Ability to work in a fast-paced, dynamic environment.
* Ability to create and deliver presentations to key stakeholders that effectively communicate key findings, and summarize insights and implications to communication strategies

BS/BA in a related discipline required. Master's/advanced degree preferred.

Business Overview
It’s a new day in health care.

Combining CVS Health and Aetna was a transformative moment for our company and our industry, establishing CVS Health as the nation’s premier health innovation company. Through our health services, insurance plans and community pharmacists, we’re pioneering a bold new approach to total health. As a CVS Health colleague, you’ll be at the center of it all.

We offer a diverse work experience that empowers colleagues for career success. In addition to skill and experience, we also seek to attract and retain colleagues whose beliefs and behaviors are in alignment with our core values of collaboration, innovation, caring, integrity and accountability.

CVS Health is an equal opportunity/affirmative action employer. Gender/Ethnicity/Disability/Protected Veteran - we highly value and are committed to all forms of diversity in the workplace. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities. We comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW and EEO IS THE LAW SUPPLEMENT. We provide reasonable accommodations to qualified individuals with disabilities. If you require assistance to apply for this job, please contact our Advice and Counsel Reasonable Accommodations team. Please note that we only accept applications for employment via this site.

If technical issues are preventing you from applying to a position, contact Kenexa Helpdesk at 1-855-338-5609 or For technical issues with the Virtual Job Tryout assessment, contact the Shaker Help Desk at 1-877-987-5352.

Application Instructions

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