Major Incident Manager, Healthcare IT

Description

Job Title: Major Incident Manager, HCIT (Remote)

At Konica Minolta Healthcare Americas (KMHA), our Customer Care Center team is committed to providing exceptional service and upholding our vision of being a premier provider of customer care. By listening, improving practices, and responding to customer needs, we turn our vision into reality.

We are seeking a Major Incident Manager, HCIT to play a pivotal role in the development of our Customer Care Quality Framework, focusing on the EXA Enterprise Platform. In this role, you will manage escalated Hot Site cases and Post-Go Live Hyper Support Sites, ensuring customer satisfaction and fostering strong, long-term relationships with clients.

This dual-function position involves managing Key Performance Indicators (KPIs) to enhance customer retention and loyalty, alongside empowering and supporting teams in call center activities as a Level 2 agent, handling call escalations as needed.

Key Responsibilities:

• Manage escalated client issues in collaboration with key stakeholders to identify and resolve critical problems.
• Educate clients on products and services, drive adoption, utilization, and expansion opportunities.
• Build strong relationships with senior and executive-level leaders to ensure client success.
• Demonstrate strong documentation skills and effectively communicate complex issues to the relevant audience.
• Work closely with the Professional Services team to transition new implementations into support.
• Coordinate proactive maintenance activities with clients to ensure smooth operations.
• Develop an in-depth understanding of Konica Minolta Healthcare IT products, services, and client workflows.
• Proactively monitor dashboards to identify recurring issues, ensuring timely resolution.
• Prevent escalations to senior leadership by addressing issues proactively.
• Participate in regular leadership meetings to provide updates on goals and issues.
• Conduct Strategic Business Reviews (SBRs) with clients as needed.
• Collaborate with cross-functional teams to resolve escalated issues within SLA requirements.
• Leverage Professional Services, Development, and Engineering teams to meet client needs.
• Serve as a Subject Matter Expert (SME) for assigned customers, ensuring compliance with license agreements and SLAs.
• Regularly meet with the team to review performance and strategize on escalated customer issues.
• Act as a backup to the Technical Account Manager when necessary.

Qualifications

• Bachelor's Degree in Related Field Preferred 
• Experience in call center management and heavy customer contact is a critical key factor in being successful in this role. 
• Must be able to read highly technical repair information and manuals
• 5-7 years proven history of demonstrated success in work experience within the Customer Call Center related activity
• Strong technical understanding of RIS/PACS workflows, and Healthcare IT experience is required.

Additional Desired Skills:

• DICOM
• HL7
• Networking
• Executive-level communication
• Salesforce experience, or similar CRM