Customer Care Manager

 

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 team
• Assign tasks based on team member expertise and customer priorities.
• Monitor team performance, provide feedback, and take action on low and high performers.
• Conduct weekly meetings to discuss team progress and challenges.
• Ensure open communication and foster a positive, collaborative work environment.

Technical Support & Customer Satisfaction:

• Oversee customer issue resolution, ensuring timely and effective support.
• Respond to escalated technical inquiries and complaints from clients.
• Conduct follow-up calls and emails to ensure customer satisfaction and system stability.
• Assist in critical troubleshooting, system deployment, and integration support.

Training & Development:

• Identify training needs and provide coaching for team members.
• Organize knowledge-sharing sessions to enhance technical capabilities.
• Ensure team members are updated on PACS, RIS, DICOM, HL7, and other healthcare IT standards.

Collaboration with Other Departments:

• Work closely with the Production Team to coordinate software releases and licenses.
• Communicate with Sales Managers regarding customer complaints and contract issues.
• Liaise with Project Managers to align on customer expectations and ongoing projects.
• Support presales and sales teams by responding to technical inquiries.

Reporting & Documentation:

• Maintain Salesforce case logs, service delivery forms, and site documentation.
• Provide weekly and monthly reports on team performance, customer satisfaction, and support issues.
• Ensure compliance with SLAs (Service Level Agreements) and internal KPIs.

Additional Responsibilities:

• Participate in management meetings to provide updates on technical support operations.
• Recommend process improvements to enhance service efficiency.
• Occasionally travel to client sites for escalated issues or major system installations

Education & Experience:

Requirement	Minimum	Preferred
Education	Bachelor’s in Biomedical Engineering, Computer Science, or IT-related field	Master’s degree or PMP certification
Work Experience	+10 years, including team leadership experience	Experience in Healthcare IT
Certifications	ITIL, CDIP, CIIP, or any relevant Healthcare IT certification (Preferred)	Advanced certifications in SQL DBA, HL7, VMware, or Network Security

Qualifications 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.