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.
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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.
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.
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.
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.
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
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
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.