Job Description:
Lead a team of Project Managers/Technical Engineers/ Implementation Consultants, coaching them to provide exceptional implementation services to customers. Responsible for overseeing team’s projects and ensuring a high level of customer satisfaction and employee satisfaction.
DUTIES/RESPONSIBILITIES Oversees and supports the assigned team to ensure successful execution of multiple implementation projects. Provides guidance/coaching to team members Provides support to implementation staff both in house and on site. Screens, interviews and recommends potential candidates. Performance management and goals for staff. Develop and implement innovative plans for recognition, team building, growth and development of staff. Completes quarterly, mid-year, and year-end performance evaluations Completes all annual compensation and off-cycle adjustments Drive employee satisfaction and employee retention Primary Duties/Responsibility 2: Operations Management Oversees team projects and provides backup (e.g. con-calls, issues, configuration, obstacles, scheduling, planning, organization and deliverables). Provides and reviews customer required documentation (i.e. project plans and site specification documents). If required, provides on-site escalation management for complex installations or high-profile customers (including site preparation, customer liaison, system implementation and network integration). Acts as first level contact for customer escalations. Liaises with Services Product Analyst for latest product information from R&D/Systems Engineering, Technical Marketing and Support Department. Creates training programs for team/department. Provide resolution to customer concerns in highly stressful situations. ANALYSIS Conflict resolution between global and local (in-country) objectives Address escalated cases internally prior to endorsement to higher skill level teams Analyze recommendations/metrics that help improve quality of work and customer experience Identify and consolidate analysis on potential product issues and coordinate with other leaders in the department Minimum Qualifications:
Excellent organizational skills, flexible and has an ability to handle and prioritize multiple tasks. Clear speaking voice and excellent telephone manner. Strong leadership capabilities and a result orientated approach Ability to work well within a fast-paced environment and under pressure. Proven experience and ability to plan, coordinate and motivate staff while monitoring the effective use of time and resources. Effectively communicates to customers in both written and verbal forms, including the ability to convey difficult/sensitive information tactfully. Strong decision-making skills Self-starter with exceptional commitment to providing superior proactive customer service Team player Ability to conduct training sessions, give oral presentations, and interface and communicate with customers and co-workers in a clear and professional manner EDUCATIONAL REQUIREMENTS Bachelor’s degree in Management, Business, Computer Science or Clinical field, College/Computer Technical Specialist Certificate, or related experience Minimum of 5 years of solid management experience in leading a technical team ITIL and/or Six Sigma preferred Knowledge of PACS installations preferred Flexible working hours (Night shift predominantly) as well as possible on call situations Experience in growing a pioneering team Thorough understanding of a highly technical customer support environment
