Technical Support Manager at Intelerad Medical Systems (Charlotte, NC)
Improving healthcare through innovative technology is at the core of Intelerad’s work. Our scalable medical imaging platform connects clinicians to a powerful imaging ecosystem that is fast, smart, and tapped into the data they need, no matter their location. We’re focused on delivering a best-in-class medical image management solution that improves provider efficiency, decreases the cost of healthcare, and improves the overall health of populations.
Intelerad offers one of healthcare’s most comprehensive imaging and analytics platforms. Headquartered in Raleigh, NC and Montreal, Intelerad has nearly 700 employees located in offices across six countries. The company empowers nearly 2,000 healthcare organizations around the world with the speed, scalability, and simplicity needed to increase business performance while, most importantly, improving patient outcomes. Intelerad’s modern enterprise solutions have been acknowledged by a Best in KLAS recognition, ranking #1 for PACS Asia/Oceania in the 2021 Best in KLAS: Global Software (Non-US) report. To learn more, visit intelerad.com and follow Intelerad on LinkedIn and Twitter.Job Description
The Technical Support Manager is responsible for providing 24/7 support to our global customer base. The Technical Support Manager ensures that escalations are addressed efficiently and that Intelerad constantly delivers an outstanding support experience for Hospital clients with the several product lines. You will track key performance indicators to ensure our operational and customer satisfaction targets are met. The Technical Support Manager will also identify opportunities for process improvement and participate in their implementation. In addition, the Technical Support Manager’s assigned team will manage incidents, changes, escalations on ITIL principles for the Intelerad software running on our client’s IT infrastructure or hosted solutions.
Assists with escalations from Technical Support
- Manages the Technical Support Team for the Ambra Product Line, directing and assigning work within the support services and software release functions
Ensures that the Technical Services team maintains a professional telephone protocol at all times
Develops systems and strategies for providing ongoing support to customers experiencing problems utilizing Ambra software products
Increases and maintains technical knowledge of Ambra product lines across the organization and customer base
Establishes and maintains measurements to manage customer satisfaction levels
Coaches and mentors Technical Services team members to develop their skill and knowledge of Ambra software and customer service techniques
Responsible for assisting Technical Support personnel with escalation if needed
Bachelor’s degree in Engineering, Computer Science or equivalent
5+ years experience leading a technical team and/or service delivery in a software company
10+ years experience in a technical or service delivery role such as technical support, software development, integration, or project management
Excellent analytical, research, organizational and planning skills
Excellent teamwork skills, and the ability to develop and maintain internal and external relationships
Exceptional communication, influencing and presentation skills
Proven experience with ITIL methodologies
This job description may not be inclusive of all assigned duties and the scope of the job may change as necessitated by business demands.Additional Information
All applicants meeting minimum qualifications will be required to complete a 30 minute online assessment as part of your application.
Intelerad and Ambra Health Combine to Form the Global Industry Leader in Cloud PACS and Enterprise Imaging
Intelerad Partners with Strategic Radiology to Bring Innovative Medical Image Management Solutions to More than 1,300 Radiologists Across the US
Meet Intelerad’s Leadership Team: https://www.intelerad.com/en/about/leadership-team/