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For your reference, we have included the original job posting below.
Manager, Customer Support Education/Operations
Job Number:
41191640
Company Name:
Vital Images, Inc.
Job Location:
MINNETONKA, MN US
Job Category:
Information Technology
Manager, Customer Support Education/Operations
Manager, Customer Support Education/Operations
Job Code: 576 Division: Vital Images Location: MINNETONKA, MN US Travel Involved: -- Job Type: Full Time Job Level: Manager Education: Bachelors Degree or Equivalent Skills: Category: Customer Education,Customer Service,Technical Support Compensation:
Position Summary: COMPANY OVERVIEW:
Vital, A Toshiba Medical Systems Group Company, is a market leader in advanced visualization software solutions for physicians and healthcare specialists. The company's sophisticated technology gives radiologists, cardiologists, oncologists and other medical specialists’ productivity and communications tools that can be accessed throughout the enterprise and via the Web, anytime, anywhere to improve patient diagnosis and outcomes. Vitrea® software is utilized at more than 4,000 hospitals in over 80 countries. Established in 1988 and headquartered in Minneapolis, Vital Images also has offices in Europe and Asia. For more information, visit .
BASIC PURPOSE AND OBJECTIVES: To create and manage curriculum and lead training sessions for Vital Support employees and Vital partners. To create and manage quality monitoring program for Vital Support. To oversee the activities and employees in the Vital Customer Support Department.
OVERALL OUTPUTS, DUTIES AND RESPONSIBILITIES:
• Manage the customer service and Application Support Engineers • Create and manage training programs for Vital Support. • Create and manage training programs for Vital Partners to support Vital products • Serve as main conduit for new products, functionality, and technology to the support team • Create and manage quality monitoring program for Vital Support team. • Manage the customer knowledge base server • Manage incoming calls from customers, partners and internal audiences • Measure and manage customer service performance metrics/statistics related to support case processing • Develop processes and evaluate tools to provide world class technical and application support />• Assist product development in the development of future versions of software • Potentially travel to client, vendor, and partner sites to offer training classes, establish relationships and resolve issues • Work with partners to continually develop quality support processes • Work with Engineering to discuss possible software defects, etc. • Manage support personnel through regular 1-on-1 meetings, reviews, coaching, etc.
Requirements
EDUCATION AND EXPERIENCE REQUIREMENTS: • Bachelor degree in Communications, Computer Science, Business Management, MIS, Industrial Relations, Training, or related field • Five years Call Center Telephone Support and/or technical training (management experience preferred) • Experience creating and delivering training material • Strong interpersonal communication skills, including the ability to communicate with customers with a sense of urgency and courteousness • Strong analytical and decision making skills • “People Management” skills are critical • Knowledge of network, hardware, and software configurations and operating systems (helpful) • Call center metrics, reporting, statistics experience helpful • Experience with supporting software systems and the integration of such systems into both LAN and WAN networks (helpful) • Strong knowledge of enterprise level network architecture (helpful) • Valid driver’s license
PHYSICAL REQUIREMENTS:
• Must have a valid driver’s license • Must be able to travel via car and plane up to 15% • Must be able to lift up to 75 lbs. • No unusual physical requirements
WORKING CONDITIONS: Regular business hours are Monday through Friday, 8:00 a.m. to 5:00 p.m. Hours can vary and expand as dictated by project demands.
We are an Equal Opportunity/Affirmative Action Employer M/F/D/V
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