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
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.
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
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
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 growinga pioneering team
Thorough understanding of a highly technical customer support environment
