Manager, Invasive Cardiology Support, Somerset, NJ
Location:
, New Jersey
Posted:
December 07, 2016
Reference:
16008977-en-us

McKesson is in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. McKesson Imaging & Workflow Solutions provides a range of information technology solutions for hospitals and healthcare providers of all sizes and complexity. Our solutions for enterprise imaging and diagnostic imaging (radiology, cardiology), and workflow help customers improve collaboration and productivity, optimize performance and quality, and coordinate care while helping to maximize the value of their technology.


Every single McKesson employee contributes to our mission—by joining McKesson Imaging & Workflow Solutions you act as a catalyst in a chain of events that helps millions of people all over the globe. Talented, compassionate people are the future of our company—and of healthcare. You’ll collaborate on the products and solutions that help us carry out our mission to improve lives and advance healthcare. Working here is your opportunity to shape an industry that’s vital to us all.


We understand the importance of a system that works together. Join our team of leaders to begin a rewarding career.



Current Need

This is a senior level role that requires experience with strategic planning and execution. Reporting to the Director of Cardiology Support Operations, the Invasive Cardiology Support Operations Manager shall be responsible to manage the activities of the Support team to meet the service needs of the Cardiology customers while ensuring efficient operation of the group and alignment of priorities. Manage the Invasive Cardiology group activities and personnel for customer facing operations in the Support Department including Biomedical Support Engineers and Clinical Product Analysts.


Position Description

Staff  Management


Responsible for overseeing the customer facing technical support for the McKesson Cardiology product suite. Managing support teams who are diagnosing, troubleshooting and debugging highly technical and sophisticated software. Ensures engineers are current with the latest technology. Develop a consistent knowledge culture and delivery program to ensure staff and customers have wide and ready availability to relevant information. Establishes operational objectives and assignments, allocates resources and delegates assignments. Performance management and goals for staff. Develop and implement innovative plans for recognition, team building, growth and development of staff.

  

Customer Support


Develop Best Practices including strategy, definition, roll-out planning, implementation, certification and results tracking. Consistent, dynamic communications with customers to drive intimacy, customer productivity, customer success and alignment to McKesson. Provide regular feedback to the other members of the management team with respect to customer concerns and/or feedback. Continually seek opportunities to increase customer satisfaction and improve customer relationships. Continually seek feedback from customers. Analyze recommendations/metrics and implement improvements to work processes and quality management.  Track and report results on new initiatives. Traveling, on occasion, to customer sites to attend customer meetings.

 

Product/Corporate


Establishes and maintains lines of communication with internal and cross-departmental peers (product engineering and design, product deployment, upgrades, sales, etc.,) on development, design, reliability, implementation, and maintenance issues.  May be involved in customer installation and training programs.


Qualifications

Minimum Requirements
4+ years experience providing technical support to product support teams, field engineers and technicians including 2+ years managerial experience

Critical Skills

Leadership


High level of initiative, energy, and ability to work well within a fast paced environment and under pressure. Excellent organizational skills, flexible, and ability to handle and prioritize multiple tasks.Strong leadership capabilities and a results oriented approach.  Able to foster excellent customer/client relationship. Effectively communicates to customers in both written and verbal forms, including the ability to convey difficult/sensitive information tactfully. Self-starter with exceptional commitment to providing superior proactive customer service. Innovative, creative, enthusiastic, passionate to drive, energy and edge to achieve


Technical 


Must possess broad-based understanding of customer support industry (Healthcare industry a plus), product support strategies, best practices, coupled with proven strategic planning and innovation skills. Proven success in integrating and optimizing hardware, software, and networking systems support. As McKesson Cardiology line of products are relied upon for clinical procedures there is a heightened sense of urgency and attention needed to meet our customers’ expectations 


Additional Knowledge & Skills

3 years IWS Support or comparable experience

2+ years of Customer Support Management experience 

Experience with Invasive Cardiology Workflows

Understanding of McKesson Cardiology PACS, HEMO and CVIS applications is a plus.


Education
4-year degree in the sciences, biomedical engineering or comparable profession, or related field or equivalent experience

Physical Requirements
General Office Demands


Benefits & Company Statement
McKesson believes superior performance – individual and team – that helps us drive innovations and solutions to promote better health should be recognized and rewarded. We provide a competitive compensation program to attract, retain and motivate a high-performance workforce, and it’s flexible enough to meet the different needs of our diverse employee population.

We are in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. We partner with payers, hospitals, physician offices, pharmacies, pharmaceutical companies and others across the spectrum of care to build healthier organizations that deliver better care to patients in every setting.

But we can’t do it without you. Every single McKesson employee contributes to our mission—whatever your title, whatever your role, you act as a catalyst in a chain of events that helps millions of people all over the globe. Talented, compassionate people are the future of our company—and of healthcare. At McKesson, you’ll collaborate on the products and solutions that help us carry out our mission to improve lives and advance healthcare. Working here is your opportunity to shape an industry that’s vital to us all.

McKesson is an equal opportunity and affirmative action employer – minorities/females/veterans/persons with disabilities.

Qualified applicants will not be disqualified from consideration for employment based upon criminal history.

Agency Statement
No agencies please.
A little about us:
McKesson is in business for better health.

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