PRODUCT SUPPORT SPECIALIST
Salary: $89,895 to $104,286 annually (commensurate with experience and consistent with UHN compensation policy)
The University Health Network, where “above all else the needs of patients come first”, encompasses Toronto General Hospital, Toronto Western Hospital, Princess Margaret Cancer Centre, Toronto Rehabilitation Institute and the Michener Institute of Education. The breadth of research, the complexity of the cases treated, and the magnitude of its educational enterprise has made UHN a national and international resource for patient care, research and education. With a long tradition of ground breaking firsts and a purpose of “Transforming lives and communities through excellence in care, discovery and learning”, the University Health Network (UHN), Canada’s largest research teaching hospital, brings together over 16,000 employees, more than 1,200 physicians, 8,000+ students, and many volunteers. UHN is a caring, creative place where amazing people are amazing the world.
The Product Support Specialist is a key member of the Materials Management Team, who will work closely with clinical stakeholders, the Materials Management teams, and UHN’s Just-in-Time (JIT) provider. The ideal candidate should bring their expertise of clinical products to Materials Management and would be the liaison between UHN Inventory Coordinator(s) and Clinical Teams. The Product Support Specialist will work with Clinicians (ensuring all clinical protocols and acceptance are followed) to gain approval to introduce substitutions into the organization.
This role also includes the responsibility of working with the Material Management Managers to manage product conversions for materials managed by UHN’s JIT Provider, including the management of Product Recalls and will represent Materials Management on the UHN Standardization Committee or similar Corporate Committees.
Support the introduction of new products into the hospital, ensuring all clinical protocols are followed, including oversight of product/clinical trial and facilitation of product transitions, including coordination of activities with Purchasing, Sourcing and In-Hospital Logistics departments
Participate in the launch of new products using targeted messaging, advertising, presentations etc.
Ensure documentation, manuals, including data, and reports supporting rationale
Ensure product information is available to teams and kept in an accessible area to access
Management of backorders and product substitutions; determines demand and forecasts supply requirements in consultation with Managers to cover terms of backorder, including buffer stock
Maintain and update substitution list working closely with the UHN Inventory Coordinators
Assists in preliminary evaluation of products to identify opportunities for standardization and communicates benefits to the users
Facilitates product transitions/conversion, including coordination with the Clinical Team, Vendors, In-Hospital Logistics Supervisors/Managers, Sourcing and Purchasing
Initiate the recall process, using UHN’s Recall Management System and run Hospital Impact analysis with the assistance of UHN’s Data Management Team to identify and communicate impact to clinical/non clinical areas affected
The management of multi-stakeholder relationship; maintain tracking of all possible stakeholders that might be impacted (positively or negatively) by the project/product or who may have other interests in change
Minimum 4 years of practical and related experience
Undergraduate Degree in a relevant field (e.g. business administration, supply chain) or equivalent work experience
Previous experience and knowledge of clinical practice and healthcare operations is required
Previous experience in product and/or clinical evaluation processes is an asset
Self-starter, highly motivated, works well without constant supervision
Excellent organizational and time management skills
Demonstrated experience in data analytics
Ability to demonstrate Professionalism in dealing with difficult situations and conflict resolution
Proven ability to work within a fast paced and complex environment
Proficiency or experience with SAP S4 Hana and Ariba is an asset
Excellent verbal and written communications skills
Team player with the ability to work independently to manage initiatives
Proven analytical and problem-solving skills
Demonstrates a sense of urgency and customer service focus
Proficient in Microsoft Office, including Word, Excel and PowerPoint
Ability to manage Recalls, using UHN’s Recall Management System is an asset
Proven ability to understand business processes
Why join UHN?
In addition to working alongside some of the most talented and inspiring healthcare professionals in the world, UHN offers a wide range of benefits, programs and perks. It is the comprehensiveness of these offerings that makes it a differentiating factor, allowing you to find value where it matters most to you, now and throughout your career at UHN.
Competitive offer packages
Government organization and a member of the Healthcare of Ontario Pension Plan (HOOPP https://hoopp.com/ )
Close access to Transit and UHN shuttle service
A flexible work environment
Opportunities for development and promotions within a large organization
Additional perks (multiple corporate discounts including: travel, restaurants, parking, phone plans, auto insurance discounts, on-site gyms, etc.)
Current UHN employees must have successfully completed their probationary period, have a good employee record along with satisfactory attendance in accordance with UHN’s attendance management program, to be eligible for consideration.
Vaccines (COVID and others) are a requirement of the job unless you have an exemption on a medical ground pursuant to the Ontario Human Rights Code.
UHN is a respectful, caring, and inclusive workplace. We are committed to championing accessibility, diversity and equal opportunity. Requests for accommodation can be made at any stage of the recruitment process. Applicants need to make their requirements known in advance. Any information received related to an accommodation will be addressed confidentially.
University Health Network thanks all applicants, however, only those selected for an interview will be contacted.
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