We are seeking a proactive and customer-focused Customer Care Manager to join PaxeraHealth. This role will oversee daily customer support operations, ensuring high-quality service delivery and customer satisfaction. The ideal candidate will lead support teams, improve processes, and collaborate with internal departments to enhance the overall customer experience.Key Responsibilities:Team Management & Leadership:Supervise daily operations of the Technical Support teamAssign tasks based on team member expertise and customer prioritiesMonitor team performance, provide feedback, and take action on low and high performersConduct weekly meetings to discuss team progress and challengesEnsure open communication and foster a positive, collaborative work environmentTechnical Support & Customer Satisfaction:Oversee customer issue resolution, ensuring timely and effective supportRespond to escalated technical inquiries and complaints from clientsConduct follow-up calls and emails to ensure customer satisfaction and system stabilityAssist in critical troubleshooting, system deployment, and integration supportTraining & Development:Identify training needs and provide coaching for team membersOrganize knowledge-sharing sessions to enhance technical capabilitiesEnsure team members are updated on PACS, RIS, DICOM, HL7, and other healthcare IT standardsCollaboration with Other Departments:Work closely with the Production Team to coordinate software releases and licensesCommunicate with Sales Managers regarding customer complaints and contract issuesLiaise with Project Managers to align on customer expectations and ongoing projectsSupport presales and sales teams by responding to technical inquiriesReporting & Documentation:Maintain Salesforce case logs, service delivery forms, and site documentationProvide weekly and monthly reports on team performance, customer satisfaction, and support issuesEnsure compliance with SLAs (Service Level Agreements) and internal KPIsAdditional Responsibilities:Participate in management meetings to provide updates on technical support operationsRecommend process improvements to enhance service efficiencyOccasionally travel to client sites for escalated issues or major system installationsEducation & Experience:RequirementMinimumPreferredEducationBachelor’s in Biomedical Engineering, Computer Science, or IT-related fieldMaster’s degree or PMP certificationWork Experience+10 years, including team leadership experienceExperience in Healthcare ITCertificationsITIL, CDIP, CIIP, or any relevant Healthcare IT certification (Preferred)Advanced certifications in SQL DBA, HL7, VMware, or Network SecurityQualifications and Skills:Technical Skills:✔ Strong knowledge of PACS, RIS, DICOM, HL7, FHIR, and system integrations.✔ Proficiency in Windows Server, SQL database administration, VMware, and network security.✔ Hands-on experience in firewall configurations, IT infrastructure, and troubleshooting.✔ Ability to handle Salesforce case management and CRM tools.Soft Skills:✔ Strong leadership and team management abilities.✔ Excellent communication and problem-solving skills.✔ Ability to delegate tasks effectively and manage workloads.✔ Strong customer service orientation and ability to build relationships.Powered by JazzHRJNlbpOlnhv