Vital Images is looking for a Technical Support Manager to lead a Customer Support team to assist customers using our Linux-based product lines. You will manage a team and provide best in class service to our customers.
Responsibilities:
Manage a technical team focused on Linux based products, track support activity and achieve measurable assigned department and employee goals while providing the oversight and training needed to ensure individual and team proficiency and compliance
Establish and maintain lines of communication with design engineering and software development on design, reliability and maintenance issues pertaining to our Linux based products.
Manage various customer priority case levels and situations, including problem resource management, customer communication and formal case escalations. Apply necessary manager technical and Linux based product knowledge to assist in case problem resolutions.
Lead specific/assigned Partner or customer issue meetings as Technical Support representation of our Linux based products. Escalate situational deterioration proactively to department Director for corrective action planning
Analyze support cases pertaining to our Linux based products to isolate issues or trends with product or customer sites, providing weekly backup data reports to appraise leadership with creative solutions that may minimize or eliminate concerning such concerning patterns or trends.
Communicate and collaborate with resources on an interdepartmental level including front line to executive level leadership in efforts to assist with assuring Vital’s continuous improvement activities are properly implemented.
Participate in customer, partner, channel and vendor communication related to Linux based specific product case management needs.
Travel to client, vendor and partner sites may be required for situation and relationship management resolutions.
Participate in resource scheduling to ensure adequate 24/7 real-time, skills-based support center operations and coverage.
Perform after hours manager on-call rotations which will require evenings and weekends, and assist on-call support staff with urgent issues they cannot resolve on their own
Elevate and develop Team Lead staff for effective employee training, coaching, mentoring and daily case quality activities.
EDUCATION AND SKILLS
Minimum of Bachelor’s Degree in MIS, or Computer Science related field
2+ years Contact Center planning and methodology use experience (management experience preferred)
5+ years technical service, IT, hardware and software service experience or equivalent education and experience combined.
Strong knowledge of Linux or Windows, Cassandra, non-SQL, and SQL
Strong interpersonal communication skills, superior written and verbal communication skills including the ability to communicate proper planning to customers with a sense of urgency, commitment, and courteousness
Strong analytical, critical thinking, root cause identification, and decision-making skills
“People Management” skills are critical
Knowledge of network, hardware, and software configurations and operating systems required
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)
Reporting, call center metrics (helpful)
Valid driver’s license
WHAT WE OFFER YOU
Vital offers a dynamic workplace, competitive compensation package, and room for learning and growth in our organization. This is an environment in which things move quickly and you’ll have the opportunity to wear many hats. We have a casual dress code, offer flexible work hours and actively foster work-life balance, because anything else simply isn’t sustainable. Our Minnetonka, MN office is located about 12 miles southwest of downtown Minneapolis. Our office is near several walking paths and restaurants that are a quick drive away. In our office of 170, we have free healthy snacks, a deli on site and Friday massages. Our team at Vital loves what we do and has fun doing it together. We look forward to receiving an application from you.
COMPANY OVERVIEW
At Vital, what we do matters. This is at the heart of every product we develop, every service we provide, and especially each member of our team. Vital is part of Canon Medical Systems, and together we lead the industry with the latest health imaging informatics solutions. We improve the quality of patient care by developing innovative products that enable the exchange, analysis and storage of clinical information across health care enterprises and communities. Our products handle millions of medical images and health records a day across the world. Vital Images experiences the best of both worlds with a dynamic and collaborative environment, casual culture, and agility of a mid-sized company, while having the support and resources of Canon.
Our offices are based in Minnetonka, Minnesota; Waterloo, Ontario; Copenhagen, Denmark; The Netherlands; and Beijing, China. We value our team’s innovation, enthusiasm, and dedication to help improve the lives of patients. Do you want to be part of a passionate team that believes what we do matters? Then a career with Vital Images might be right for you!
