Director of Customer Support - Oceania

Company Description

At 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. Intelerad’s 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 Description

The 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 and 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.

Qualifications

Required:

• Bachelor’s degree in computer science or related field - or equivalent
• 5+ years in leading a technical team and/or service delivery in a software company
• 10+ 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 organisation long term goals.

Preferred:

• Medical imaging industry background
• Strong metrics background, leading VOC / voice of customer and/or CSAT programs
• Service Now / SNOW
• KCS – Knowledge-Centered Service
• Knowledge/certifications in ITIL, PMP, Prince 2, AIPM, Agile/Scrum (CSM) or similar

Communication & Cognitive Abilities

• Customer orientation
• Result 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.

Additional Information

All your information will be kept confidential according to EEO guidelines.

All applicants meeting minimum qualifications will be required to complete a 30 minute online assessment as part of your application.

#LI-REMOTE

Intelerad is committed to the principles of equal employment. We are committed to complying with all federal, state and local laws providing equal employment opportunities and all other employment laws and regulations. Applicants, employees and former employees are protected from employment discrimination based on race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age , disability and genetic information (including family medical history). Intelerad is dedicated to the fulfillment of this policy regarding all aspects of employment, including but not limited to recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment. 

Intelerad is committed to ensuring equal employment opportunity for qualified individuals with disabilities. Intelerad uses the Americans with Disabilities Act (“ADA”)as a standard for global recruiting and hiring purposes. This prohibits discrimination against qualified individuals with disabilities. The ADA defines “disability” as a physical or mental impairment that substantially limits one or more of the major life activities of an individual, a record of such impairment, or being regarded as having such an impairment