Senior Manager, Field Services – Escalation Management

ManagerManagerFull TimeRemoteTeam 10,001+Since 1892H1B SponsorCompany Site LinkedIn

Location

United States

Posted

9 days ago

Salary

$123.2K - $184.8K / year

Bachelor Degree2 yrs expEnglish

Job Description

• Serve as the people leader for teams including Field Engineers, Solution Consultants, Major Incident Managers, and Customer Advocate Leaders, all focused on customer-facing support services for radiology and cardiology enterprise imaging IT solutions. • Develop and support team members to excel in their roles. • Manage the escalation process for technical issues, ensuring timely and effective resolution while coordinating with cross-functional teams. • Provide advanced technical support and guidance during critical escalations, leveraging deep knowledge of products and systems. • Analyze incident data and escalation trends to identify opportunities for process enhancements and implement best practices in incident resolution. • Engage with customers at a senior leadership level to manage escalations and ensure satisfaction and success in support services. • Lead the attainment of KPIs and drive continuous improvement, including Major Incident Management processes, escalation management, employee productivity, SLOs and SLAs, customer satisfaction, and retention. • Foster a culture of customer obsession. • Partner with cross-functional leadership to identify gaps and improve processes and business results. • Collaborate with Professional Services, Global Technical Support, Product Management, Organizational Readiness, and L4 Engineering teams to address underlying issues and enhance overall service quality. • Represent Support organization in quality Audits. • Communicate effectively with internal and external stakeholders, providing regular updates on Support priorities, challenges, and outcomes; fosters strong relationships with key stakeholders to ensure alignment. • Partners with internal stakeholders and professional services & support teams to optimize operational processes and systems, ensuring buy-in and adoption of best practices and standard toolsets.

Job Requirements

Bachelor's degree from an accredited university or college and a minimum 2 years of radiology and/or cardiology IT enterprise imaging in a Support Services organization; OR a high school diploma/GED with a minimum 6 years of radiology and/or cardiology IT enterprise imaging in a Support Services organization.
Proven ability to drive root cause analysis and systemic improvements in customer experience and support KPIs.
Ability to facilitate and coach technical resources through complex problem resolution and customer communication, aiming to speed resolution and minimize escalations.
Executive communication and presentation skills, with a proven track record in successfully managing customer relationships and complex problems.
Excellent leadership and people development skills, with a servant leadership style.
Strong presentation, oral, and written communication skills; exceptional interpersonal abilities.
Proven track record of driving process improvements and ensuring compliance.
Willing to work a rotational on call weekend schedule that can include after hours for major incidents (approximately every 7 weeks).
Must be willing to travel up to 25%.

Benefits

medical, dental, vision
paid time off
401(k) plan with employee and company contribution opportunities
life, disability, and accident insurance
tuition reimbursement

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