Manager, Customer Support at Agfa HealthCare Corporation in Atlanta, Georgia

Job Description:

Agfa HealthCare, is a division of the Agfa-Gevaert Group which is headquartered in Mortsel, Belgium and traded on Euronext Brussels (AGFB).

At Agfa HealthCare, we support healthcare professionals across the globe to transform the delivery of care. Our focus is 100% on providing best-of-suite Imaging IT software solutions that enable secure, effective and sustainable imaging data management.

From product development to implementation, our unified Enterprise Imaging Platform is purpose-built to reduce complexity, improve productivity and deliver clinical value. We use our proven track record as an innovator, our in-depth medical knowledge and our strategic guidance to help healthcare providers achieve their clinical, operational and business strategies.

This position is responsible for management of a team that provides customer support to Agfa customers.  The successful candidate should have knowledge and expertise in healthcare workflow and customer support operations.  Accountable for all activities related to customer support and the overall customer satisfaction results for assigned team.  

 

 

Main Duties and Responsibilities:

 

• Career Level:  Manager (may manage supervisors and/or professional level employees).


• Receives assignments in the form of objectives and establishes goals to meet objectives. 


• Provides guidance to subordinates to achieve goals in accordance with established policies. 


• Establishes and recommends changes to policies which affect subordinate organization(s).


• Staff work is reviewed and measured based on meeting objectives and schedules.


• Track and monitor data to ensure compliance with standard operating procedures and key performance indicators.


• Conduct real-time and retrospective monitoring of support analysts/team members to monitor productivity, metrics, and accuracy to ensure excellent customer service to our customers.


• Routinely reports to management status of key performance indicators.   


• Responsible for supervising employee performance and resolving issues that may arise in day-to-day operations. 


• Provide coaching and development for employees, including regular on-on one and team meetings.  Responsible for performance management process. 


• Maintain a positive, problem solving approach and spirit of cooperation in a team environment.


• Proactively address issues and remain open and flexible to respond to change in business and organizational needs.

 

Education:

 

• Bachelor’s degree or equivalent experience

 

Experience:

 

• 6+ years customer support experience including 4+ years managerial experience


• People management experience, including the ability to lead and motivate teams.


• Understanding of customer support processes, operations management and best practices.


• Effective verbal and written communication skills.


• Ability to plan, direct and manage day to day activities performed by assigned support team.


• Facilitation problem solving and collaboration.


• Collaborate with peers (both inside and outside of support organization) and support leadership to discuss activities, strategies, initiatives and opportunities that support team and business goals.  Recommend solutions.


• Act as first line of help for escalation management.  Monitor escalated issues to ensure the proper urgency, progress and communication is occurring both internally and externally.  Escalates to senior management in accordance with defined escalation procedures.  Remain with escalation through resolution.


• Provide necessary organizational information to team that helps facilitate understanding of the business unit’s vision and mission. 


• 30% travel


• On-call requirements

 

 

   

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 HealthCareand follow us on Instagram.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment application process, please contact agfahealthcarehrna@agfa.com

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