Technical Customer Success Associate/Manager
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Job Description
Technical Customer Success Associate/Manager for AIRS Medical's SwiftMR deployment in healthcare. Responsibilities include technical implementation and customer support for MRI systems.
Responsibilities:
- **Key Responsibilities**
- **Technical Implementation (50%)**
- Configure and deploy SwiftMR on virtual machines (VMs) and/or gateway PCs
- Connect SwiftMR to MRI systems and integrate it with PACS, managing network and DICOM configurations for smooth interoperability
- Utilize your expertise in TCP/IP and DICOM networking to troubleshoot and support seamless data transmission and connectivity
- Manage SwiftMR’s cloud-based operations to ensure secure and reliable performance for healthcare facilities
- **Customer Support & Troubleshooting (50%)**
- Act as the primary technical resource for clients, providing application support and resolving technical issues
- Provide in-depth troubleshooting for integration or connectivity issues related to SwiftMR, including PACS support and MRI-specific configurations
- Develop and maintain documentation of implementation processes and troubleshooting guides to assist clients in self-support
- Conduct regular check-ins to ensure clients are fully leveraging SwiftMR’s capabilities and achieving desired results
Requirements:
- **Key Responsibilities**
- **Technical Implementation (50%)**
- Configure and deploy SwiftMR on virtual machines (VMs) and/or gateway PCs
- Connect SwiftMR to MRI systems and integrate it with PACS, managing network and DICOM configurations for smooth interoperability
- Utilize your expertise in TCP/IP and DICOM networking to troubleshoot and support seamless data transmission and connectivity
- Manage SwiftMR’s cloud-based operations to ensure secure and reliable performance for healthcare facilities
- **Customer Support & Troubleshooting (50%)**
- Act as the primary technical resource for clients, providing application support and resolving technical issues
- Provide in-depth troubleshooting for integration or connectivity issues related to SwiftMR, including PACS support and MRI-specific configurations
- Develop and maintain documentation of implementation processes and troubleshooting guides to assist clients in self-support
- Conduct regular check-ins to ensure clients are fully leveraging SwiftMR’s capabilities and achieving desired results
- **Qualifications**
- 5+ years in a technical or application support role within healthcare IT.
- Proficiency with TCP/IP networking and DICOM networking
- Experience with MRI systems, PACS, and imaging software, with PACS support experience highly desirable
- Strong problem-solving skills, with the ability to independently diagnose and resolve complex technical issues
- Excellent communication skills, with a client-focused approach and the ability to explain technical concepts to non-technical users
- **Preferred Experiences (Nice to Have)**
- 10+ years in a technical or application support role within healthcare IT
- *Those with proven competencies may be promoted to an ****Technical Customer Success Manager**** job title upon final offer.*
- Experience implementing radiology AI software in hospital settings
Benefits:
- **Work Conditions and Environment:**
- Work type: Full Time
- Health Care Plan (Medical, Dental & Vision)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Training & Development
- Work from home, with occasional business travel
- Collaborate with team members around the country and the world
- **Hiring Process:**
- Document Screening
- Competency-based interview
- Competency-based interview
- Culture-fit Interview
- Onboarding
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