Technical Support Manager
Rawtenstall/Remote
Hours: 37.5 hours per week
Salary: £45,900 per annum
This is an incredible opportunity to work for a forward-thinking care provider, who’ll support you to be the best you can be in your chosen field!
Join us as our new Technical Support Manager at Medequip Connect and let us empower you to truly make a difference.
Our continued employee development programmes, internal training and exceptional leadership will give you the ability to continuously develop yourself professionally whilst providing person-centred care.
You’ll be supported by an excellent team of professional and ever developing co-workers who all identify and align with Medequip’s values and ways.
About Medequip Connect
Medequip Connect provide services to over 50,000 people nationwide with the objective of providing reassurance and support to older, disabled or vulnerable people allowing them to remain safely in their own home.
We help people to maintain people’s independence by providing Technology Enabled Care (TEC) and a range of associated equipment that gives them the confidence of knowing that assistance is available at any time, 24 hours a day. Our care technology services provide peace of mind to you, your family, and your friends.
About the role
As the Technical Support Manager for Medequip Connect, you will be the technical lead for Medequip Connect and provide expert advice and support to help deliver the organisation’s strategic objectives and the development and expansion of TEC services
Your day-to-day responsibilities will include, but not be limited to:
* To provide technical leadership for Medequip Connect and provide support to the Head of Clinical Services and Head of Connect.
* To support strategic workforce development, structures, and competencies utilising a robust approach to technical development and driving continuous improvement.
* Lead on specific projects as directed by the Head of Connect.
* To be a subject matter expert in TEC to support and develop systems, lead on new technical developments that support best practice, ways of working, and deliver outstanding outcomes for customers.
* To be the technical lead for Medequip Connect’s compliance with the TEC Services Association’s (TSA) Quality Standards Framework (QSF) and ensure that systems, products, and services meet and exceed its requirements.
* Work collaboratively with internal IT services and third-party platform providers to ensure core systems deliver operational reliability and capabilities.
* Provide technical leadership in Medequip Connect’s business continuity planning ensuring that core systems have robust disaster recovery arrangements and supported by appropriate protocols to cope with a wide range of service continuity challenges.
* Ensure Medequip Connect manages its digital estate of devices/solutions deployed by monitoring and maintaining its use of Device Management Platforms (DMPs) and managing key links with suppliers and telephony partners.
* Ensure reporting functions within Medequip Connect are supported by its technical infrastructure and core system capabilities; competency in reporting suites and Power BI is essential.
* Working collaboratively with health & social care professionals and commissioners in the development of best practice for the future provision of TEC, interpreting national policies and guidelines relevant to the speciality.
* To be the data protection lead for Connect, liaising with Medequip’s DPO and all relevant external bodies as required.
* Utilise supervision, training opportunities, and industry learning to ensure own professional development and accreditation.
* Keep updated with developments in TEC, utilising best practice, new product innovations, and evidenced based practice to ensure Connect is at the forefront of best practice in relation to industry standards.
* Support Medequip Connect’s innovative approach to TEC by leading technology evaluation from a technical, data security, safety, and needs-based approach.
* Joint working with procurement to ensure best quality product information is available to prescribers and customers to support selection and understanding of equipment.
* Support and facilitate equipment review groups for contracts and partners as required.
* Oversee and lead development of technical assessment processes and functions for Connect, providing audit and review of assessment process to ensure best practice.
* To undertake assessments for complex TEC cases and provide expert technical advice for technicians.
* Supporting the Contact Centre with technical oversight, development of risk assessments, quality assurance, and improvements in documentation.
* Supporting Installation and Responder Teams to provide safe, compliant, and innovative services through developing protocols, guidance, risk assessments and competency frameworks.
* Supporting the development and provision of technical training to Connect staff across Contact Centre, TEC Installation & Maintenance, and Responder roles to ensure safe and compliant practice.
* To support Connect improvements to achieve accreditation and compliance through audit, review, and implementation of change.
* Support expansion of TEC services and successful mobilisation of contracts.
* Play a leading role in developing Medequip Connect’s approach to Proactive & Preventative TEC services and reporting on Benefits realisation to demonstrate the impact of TEC for contracts and wider Health and Social care systems.
About you
Above all, you will identify and align with our company values:
* We empower people to be accountable for their actions and performance.
* We help people with empathy, courtesy, dignity and kindness.
* We show respect and are trusted by our colleagues, suppliers and customers.
* We believe in teamwork and are passionate about our work.
* We encourage innovation and the development of technology.
* We embrace change and seek to achieve excellence.
* We deliver cost effective, efficient and safe healthcare solutions.
Qualifications and experience
* In depth knowledge of telephony and omnichannel contact centre services
* Specialised knowledge of Technology Enabled care systems and products, and the ability to keep on top of developments and innovations in the field
* Good working knowledge and usage of all MS Office packages to prepare reports and presentations for both Board level and senior commissioners.
* Full UK Driving Licence and have been driving for minimum of 3 years
* Ability to complete complex TEC assessments and risk assessments
We welcome applications from all sections of the Community as an Equal Opportunities Employer. We are also happy to make any reasonable adjustments at any stage of the recruitment process should you need it, please let us know.
We take our data privacy seriously and commit to processing your data in line with GDPR guidelines. Medequip’s Privacy Notice sets out the basis on which the personal data collected from you, or that you provide to us, will be processed in connection with our recruitment processes.
This role may be subject to an enhanced DBS disclosure and satisfactory references.
This role is not eligible for sponsorship. Candidates without satisfactory right to work in the UK are unlikely to be suitable.
Medequip Connect (Rawtenstall Head Office)
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