Company DescriptionAt Intelerad, we believe the path to answers in healthcare should be clear - whether you are waiting for a diagnosis or trying to expedite one. Our medical imaging solutions streamline the flow of information, simplifying complex processes, maximizing efficiencies, and shining a light on the unknown. We empower physicians to get patients the answers they need faster and improve outcomes for everyone. With more accessible imaging, we are getting patients out of the dark.Headquartered in Raleigh, NC and Montreal, Intelerad has nearly 800 employees located in offices across four 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. Intelerads 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.Job DescriptionThe Director of Customer Support, Oceania is responsible for ensuring that Intelerad constantly delivers an outstanding support experience. This role will track key performance indicators to ensure our operational and customer satisfaction targets are met, identify opportunities for process improvement and participate in their implementation, and will manage goals, processes, and business KPIs to align performance of the global team to business outcomes.While we are a remote-first organisation, you must be based in Melbourne, and will be required to come to our office at least once a week, with further office attendance required from time to time. You may occasionally need to travel to customer site, although this is rare.Key Responsibilities:Deliver and be accountable for an outstanding support experience for patients and our customers by leveraging your team and the global organisation and bringing the best of Intelerad to solve their problem.Be accountable for the success of direct reports (10-20), providing coaching, mentorship, and support to help them develop professionally as well as achieve their delivery goals.Nurture a culture of knowledge sharing by communicating the vision and shifting support teams to the role of proactive knowledge workers.Collaborate with technical support managers to develop, implement, and improve an enterprise-wide knowledge development and management strategy across all Technical Support.Build strategic relationships across business lines; be a subject matter expert and change ambassador that can bridge technical and non-technical requirements, understand business goals, identify business process gaps, and propose solutions.Understand and manage the complexities of the business operations and know when and where improvements need to be made and where to direct the focus of these efforts.Communicate the department strategy to executive management and key stakeholders across the company.Develop and manage KPIs related to team performance, client success, escalations, SLAs, and other important measurements; set departmental goals in alignment with global objectives.Ensure that the Technical Support department has the resources, tools, information, and processes necessary to deliver effective solutions to our customers.QualificationsRequired:Bachelors degree in computer science or related field - or equivalent5+ years in leading a technical team and/or service delivery in a software company10+ years in a technical or service delivery role such as technical support, software development, integration, project management, etc.Strong organisational/collaborative leadership and change management experience.Ability to convey and implement a vision for the department that will sustain organisational long-term goals.Preferred:Medical imaging industry backgroundStrong metrics background, leading VOC / voice of customer and/or CSAT programsService Now / SNOWKCS Knowledge-Centered ServiceKnowledge/certifications in ITIL, PMP, Prince 2, AIPM, Agile/Scrum (CSM) or similarCommunication & Cognitive AbilitiesCustomer orientationResult oriented, collaborative leadership.Excellent problem solving & analytical ability.Organisational Change Management and Project Management skills.Ability to work in a challenging environment, work under pressure (Stress-Management).Strong communications skills in English.Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as requested to meet the ongoing needs of the organisation. #J-18808-Ljbffr
Job Title
Director of Customer Support - Oceania