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IITS ASN Team Lead

Date:  Jun 22, 2022
Location: 

Melbourne, AU

IITS ASN Team Lead

 

IITS (Imaging IT Solutions) Global Support Network (GSN) has support offices located in North America, Europe and ASPAC and cooperates with regional support teams worldwide. The ASPAC Support Network (ASN) is integrated into the GSN operations. The scope of ASN includes regional support responsibilities for customers in the ASPAC region as well as global support responsibilities (GSN) for customers worldwide.

 

The IITS ASN Team Lead provides leadership and coaching to a team of Domain Experts responsible for troubleshooting and resolving customer complaints/incidents and restoring service as quickly as possible.

Flexible working hours are necessary with requirements to work outside regular business hours to meet customer schedules. Extensive networking with customers and teams in other regions is expected and global business travel is required.

 

A successful IITS ASN Team Lead:

 

  • Manages the team of IITS ASN Domain Experts reviewing team and individual performance, directing training, and taking disciplinary actions.
  • Achieves team KPIs and presents and distributes team and individual metrics on a scheduled and ad hoc basis holding self and team members accountable for results.
  • Represents the GSN/ASN to customers and internal Agfa teams focusing on customer satisfaction and team building.
  • Represents the GSN/ASN during compliancy audits.
  • Provides positive change leadership to ensure service processes keep pace with customer needs.
  • Recommends (and implements as appropriate) new or continuous improvement opportunities to processes and procedures.
  • Ensures policies and procedures are followed by all team members.
  • Manages customer escalations and/or crisis situations by coordinating a global virtual team of experts to respond swiftly and accurately and communicates status updates to appropriate parties.
  • Oversees Domain Expert involvement in DRA/launch activities and product specific service/support training making sure training needs are being met.

 

What you bring to the table:
 

Education

  • University or college education in IT-related field, or equivalent combination of education and experience

 

Experience

  • 3-5 years previous experience and a proven track record of coordinating a software technical support team for critical services involving call centre operations and other support related services
  • Previous experience as a technical support specialist, supporting customers in a healthcare or IT environment

 

Specific skills
  • Proven time management, organization and prioritization skills
  • Excellent verbal and written communication skills
  • Customer service skills and orientation, including the demonstrated ability to work constructively with both internal and external customers
  • Strong interpersonal skills, including the proven ability to network in a global environment, and build relationships with geographically remote personnel
  • Excellent problem-solving ability
  • Strong people management skills
  • Demonstrated understanding of the services business including service level agreements
  • Fluent in written and spoken English. Additional language skills are an asset.
  • ITIL Certification is an asset.
  • Understanding of software engineering principles
  • Understanding of project management principles

 

Location: Australia, Melbourne

 

What we can offer you 

We offer a rewarding career in a field that impacts lives, the opportunity to work with a talented, committed team of individuals, training and career development programs, and a competitive compensation and benefits package. So are you ready to shape (y)our future?

 

About us

Agfa HealthCare headquartered in Mortsel, Belgium is present in one hospital out of two and is a leading provider of eHealth & Digital Imaging solutions. The company provides digital technology and IT solutions to meet the needs of clinicians & hospitals around the globe. The company is also a key provider of healthcare information solutions, integrating the administrative, financial and clinical workflows of hospitals. Care organizations in over 40 countries rely on Agfa HealthCare and our 3000 colleagues to optimize their efficiency and improve patient care.

 


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