About the Job
Join the AIRS Medical team as a Technical Customer Success Manager for the EMEA region and play a vital role in ensuring healthcare clients successfully integrate and maximize the value of SwiftMR, our cloud-based MRI reconstruction software. This role involves working directly with healthcare providers to set up and configure SwiftMR, establish connections with MRI systems and PACS, and troubleshoot technical issues. As a critical member of our customer success team, you’ll combine technical expertise with a customer-focused approach to ensure smooth installations, resolve technical issues, and deliver a positive SwiftMR experience from setup to ongoing support.
Roles & Responsibilities
Technical Implementation (50%)
- Configure and deploy SwiftMR on virtual machines (VMs) and/or gateway PCs
- Connect SwiftMR to MRI systems and integrate it with PACS, managing network and DICOM configurations for smooth interoperability
- Utilize your expertise in TCP/IP and DICOM networking to troubleshoot and support seamless data transmission and connectivity
- Manage SwiftMR’s cloud-based operations to ensure secure and reliable performance for healthcare facilities
Customer Support & Troubleshooting (50%)
- Act as the primary technical resource for clients, providing application support and resolving technical issues
- Provide in-depth troubleshooting for integration or connectivity issues related to SwiftMR, including PACS support and MRI-specific configurations
- Develop and maintain documentation of implementation processes and troubleshooting guides to assist clients in self-support
- Conduct regular check-ins to ensure clients are fully leveraging SwiftMR’s capabilities and achieving desired results
Qualifications & Requirements
- 1+ years in a technical or application support role within healthcare IT
- Proficiency with TCP/IP networking and DICOM networking
- Experience with MRI systems, PACS, and imaging software, with PACS support experience highly desirable
- Strong problem-solving skills, with the ability to independently diagnose and resolve complex technical issues
- Excellent communication skills, with a client-focused approach and the ability to explain technical concepts to non-technical users
- Fluent in English and German
- Pro-active team player
Preferred Experiences (Nice to Have)
- 3+ years in a technical or application support role within healthcare IT
- Experience implementing radiology software in a clinical environment
- Experience with Linux
- Additional language skills e.g. Italian/Spanish
Work Conditions and Environment
- Work type: Full-time (Remote work setting provided)
- WeWork or shared office access
- Company provided IT devices
- Flexible work hours and vacations
- Collaborate with team members and customers around the country and the world
- Competitive compensation and incentive schemes
Hiring Process
- Initial Coffee Chat – Informal discussion to explore mutual fit.
- Technical Interview (Hiring Manager) – Assessment of technical skills and experience.
- Interview with EMEA Manager – Further clarification of the role and expectations
- Culture-Fit Interview – Discussion on work style and company values.
- Onboarding – Comprehensive training and integration into the team.
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What We Do
AIRS Medical is at the forefront of healthcare innovation, leveraging cutting-edge AI technology to transform medical imaging. Our flagship product, SwiftMR, enhances the efficiency and image quality of MRI scans, offering a cost-effective solution for hospitals and imaging centers. AIRS Medical is committed to making advanced healthcare more accessible, reliable, and sustainable.
