This job board retrieves part of its jobs from: Fort Saskatchewan Jobs | Mississauga Jobs | Work From Home

Canadian Jobs Board for Customer Service!

To post a job, login or create an account |  Post a Job

   Customer service jobs   

Looking to progress on your career as customer representative? Here we are!

Slide 1
Slide 2
Slide 3
previous arrow
next arrow

Technical Support Manager

Intelerad Medical Systems

This is a Contract position in Greater Montreal Metropolitan Area, QC posted October 4, 2021.

Company Description Over the last 20 years, Intelerad has grown into a leader of the medical imaging software industry.

Our distributed solutions play a vital role in the delivery of healthcare across 11 time zones and 3 continents.

We take pride in being a world-class healthcare solutions company with more than 400 employees and over 1,000 customer sites.

Our workplaces encourage growth and professional development.

We are Intelerad.

Join us if you want to be the best version of yourself and make a difference in healthcare.

Job Description The Intelerad Technical Support centre is responsible for providing 24/7 support to our global customer base.

Our clients are mission-critical healthcare organizations, including hospitals, imaging centers & clinics, and reading & teleradiology groups.

Our customers count on us to help solve their most complex problems.

Our commitment to ensure consistency and continuity in delivering critical care services has shaped our company’s culture from the very beginning.

We have a proven track record of being there when our clients need us, and for being proactive.

Reporting to the Director of Technical Support, your role as Intelerad’s Support Operations and Maintenance Manager, is to ensure that day to day operations are efficient and that Intelerad constantly delivers an outstanding support experience.

You will track key performance indicators to ensure our operational and customer satisfaction targets are met.

You will identify opportunities for process improvement and participate in their implementation.

In addition, your assigned team will manage incidents, changes, escalations and proactive monitoring based on ITIL principles for the Intelerad software running on our client’s IT infrastructure.

You will manage the performance of the team members, monitor operational KPIs and ensure measures are taken to meet clients expectations.

Processes Management As a Technical Support (operation and maintenance) Manager , your role will report to the director of support and will include the following responsibilities: Responsibility for the management of customer generated incidents reported by Intelerad’s monitoring systems, change management and by Intelerad clients.

Provide consolidated productivity incident metrics, turnaround times, backlog, SLA and other operational KPI’s.

Develop and maintain a skills matrix around agreed critical systems for use in incident Situations.

Ensuring post-review of critical incidents to ensure retroactive measures and improvements are implemented.

Following defined escalation path when needed, as defined in the escalation policy and ticket lifecycle management.

Operation and Reporting Supervise daily operations of the support team to ensure efficiency, and customer satisfaction targets are met.

This involves utilizing KPI dashboards and take the necessary corrective actions on a real-time basis.

Manage resource handling scheduling to ensure phone availability, portal response times and change management requirements are met on a 24/7 basis.

Continuously evaluate the performance of the support processes to drive continuous improvements activities in collaboration with our Technical Support Management Team and Technical Leads.

Work effectively across departments, as operations impacts multiple functional areas in the company.

Be on-call outside of normal business hours.

Hold weekly operations review on KPIs, such as backlog, turn around times, customer satisfaction, phone system’s statistics, etc.

Perform and report on trend analysis on a monthly basis.

Team Management Performance management and employee development: Establish and communicate objectives for your team members.

Conduct performance reviews and development plans.

Recognize excellent performance and celebrate success with the team.

Coach and mentor team.

Take part, with the HR department, in the hiring process.

Provide feedback to management.

Promote teamwork and good communication.

Qualifications Bachelor’s degree in computer science or related field.

Minimum of 5 years in leading a technical team and/or service delivery in a software company.

Minimum of 10 years in a technical or service delivery role such as technical support, software development, integration, project management, etc.

Professional experience in a software development company, medical imaging industry is a great asset.

Experience with ITIL.

Knowledge of Linux is an asset.

Desired Competencies Competencies Customer orientation Result oriented, collaborative leadership Excellent problem solving & analytical ability Organizational Change Management and Project Management skills Ability to work in a fast-paced environment, work under pressure (Stress-Management) Strong communications skills, in English and French Displays high attention to problem description, detail, and impact Additional Information All applicants meeting minimum qualifications will be required to complete a 30 minute pre-employment assessment.