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Regional VP, Technical Support Services

Date: May 15, 2019

Location: Atlanta, GA, US

Company: Agfa-Gevaert NV

 

Agfa HealthCare, a member of the Agfa-Gevaert Group, is a leading global provider of diagnostic imaging and healthcare IT solutions. The company has nearly a century of healthcare experience and has been a pioneer on the healthcare IT market since the early 1990's. Today, Agfa HealthCare designs, develops and delivers state-of-the-art systems for capturing, managing and processing diagnostic images and clinical/administrative information for hospitals and healthcare facilities, as well as contrast media solutions to enable effective medical imaging results. The company has sales offices and agents in over 100 markets worldwide.

 

The Regional VP, Technical Support Services interfaces directly with C-Suite customer executives. This position is responsible for leading remote support, field technical service and technical product specialist resources who are accountable for daily customer satisfaction, proactive consultation, system maintenance and upgrades, and problem resolution at the customer level.

 

Position will be located in the Atlanta, Georgia area

 

Major responsibilities:

  • Develops and implements annual department budget and staffing plans in support of Agfa HealthCare’s strategic and business initiatives.
  • Maximize technical support’s contribution to positively impact customer satisfaction.
  • Leads and motivates the US Zone support teams while continually upgrading the employee talent base through performance management, mentoring, training, and targeted hiring.
  • Defines and drives implementation of programs and initiatives to improve customer service and efficiency.
  • Specifies technology requirements for effective support delivery such as improvements in product supportability and delivery efficiencies by leading efforts to develop and implement operational tools.  The culture of this support team is to continuously seek methods and processes that will improve the customer experience, rather than just “firefighting” customer issues.
  • Helps develop a comprehensive customer support offering that includes an effective knowledge base.
  • Contributes to the development and implementation of customer relationship management initiatives that cultivate ongoing, long-term customer loyalty.

 

Education:

  • Bachelor's degree in Business, Information Technology, or related area, and at least 10 years of successful experience interfacing directly with clients.  

 

Experience:

  • 10+ years experience in healthcare environment with a record of tangible professional success.  
  • Successful strategic, operational history of customer retention, customer satisfaction, improving efficiency and productivity.  Emphasis is placed on strategic thinking, problem-solving skills, including identifying and accepting a challenging situation and creating and implementing a solution.  
  • 10+ years of management experience that includes Leading and Developing Teams.

 

Requirements:

  • Knowledge of Healthcare industry required. Understand the healthcare marketplace relative to industry trends that impact top notch customer service methodologies.
  • Strategic thinking ability and skills to prepare Strategic Business Plans and execute them appropriately in order to accomplish business objectives.
  • Ability to work independently and prioritize work in order to meet client needs.
  • Strong team orientation, commitment to sales, operations functions and customer service with a strong desire to succeed.
  • Demonstrated excellence in employee development.
  • Willingness to travel as needed to meet goals.
  • Ability to prioritize opportunities and issues as well as raise to executive team as appropriate
  • Excellent verbal and written communication, presentation and negotiation skills required internally and externally with multiple levels including executive management.
  • Understanding of  Finance, Sales, Contract and Service Delivery and Operations, including understanding of IT and imaging equipment based business models.
  • Establishes standards and metrics to drive performance and exceed customer service quality expectations.
  • Ability to gain trust and loyalty of the customer, retain the account, and develop strategic relationships with clients, consultants, and other related partners.
  • Ability to set strategic direction for customer services team and to ensure organization understands goals and interdependencies towards meeting a shared vision.
  • Contract Negotiation Skills and Conflict Resolution/Management.

 

We offer a rewarding career in a field that impacts lives, the opportunity to work with a talented and  committed team of individuals, training and career development programs, and a competitive compensation and benefits package. If you want to be part of this experience, we'll take you there!

Learn more about Agfa HealthCare and follow us on Twitter.

Agfa HealthCare Corporation is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.


Nearest Major Market: Atlanta

Job Segment: Technical Support, Medical, Social Media, Sales Operations, Relationship Manager, Technology, Healthcare, Marketing, Sales, Customer Service

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