Do you want to join a diverse and global team that is revolutionizing the cardiovascular healthcare industry? Circle CVI is hiring!

POSITION OVERVIEW:

The Regional Manager, Technical Solutions and Support will provide remote and onsite technical software support for Circle Cardiovascular Imaging’s products to Circle customers globally with a primary responsibility for North and South America. The position will be located within Circle’s corporate office in Calgary. The regular working hours for this position are scheduled between 8:00 am to 5:00pm local time, however, due to the need for 24 X 7 support, this position will require some off-hour response to customer problems until such time as a formal shift rotation schedule can be developed.
The Regional Manager, Technical Solutions and Support will seek to excel at developing and executing Circle’s product deployment strategy, and manage the customer facing IT and support function to prevent and solve customer problems; to analyze, categorize and prioritize customer issues; to provide consultative services on customers’ system infrastructure; to provide solutions architecture for enterprise customers’ needs; to work closely with and inform product and development functions to meet the needs of the end-user; and to assist customers to design system configurations to facilitate optimal care workflows. The Regional Manager, Technical Solutions and Support will be responsible for managing a team to provide support for Circle’s comprehensive product mix, aligned with customer needs.
The Regional Manager, Technical Solutions and Support will report directly to the Senior Director, IT and Support.

REQUIRED SKILLS/EXPERIENCE:

• 10 to 15 years of experience in progressively senior roles within Solutions Architecture, System Administration or IT Support functions, preferably in the Medical IT sector, including some degree of Management level experience.
• Outstanding leadership, collaboration and interpersonal skills; professional presence and behavior with the ability to handle diverse situations.
• Outstanding listening, comprehension and clear, concise and grammatically correct oral and written communication skills.
• Experience with stroke workflow is desirable as is experience with Magnetic Resonance and/or Computed Tomography.
• Enterprise level infrastructure experience that includes high availability configurations preferably in large medical settings (Hospital, etc.).
• A solid understanding of LAN and WAN networking, switching, routing and firewalls.
• Experience with medical industry software and hardware is highly desirable; DICOM, PACS and HL7.
• Significant experience with system software / technologies such as virtualization (VMWare, Citrix), GPUs, Windows desktops, Mac desktops, Client-Server solutions, cloud solutions, Windows Server, Linux and LDAP/Active Directory.
• Detail oriented and have excellent follow through skills.
• Coding / previous software development experience is highly desirable/required.
• Scripting and/or DevOps experience including experience with related toolsets and best practices is desirable.
• Exposure / experience with cloud services and implementations such as Amazon Web Services, Microsoft Azure, Google cloud or similar is highly desirable.
• The ability to speak additional languages fluently would be beneficial.

EDUCATIONAL REQUIREMENTS:

• A Computer Science degree or equivalent in real-world experience.
• An academic background or industry experience in the medical industry; exposure to the fields of Cardiology, Neurology, and medical imaging are all highly desirable.

The following duties ARE NOT intended to serve as a comprehensive list of all duties performed by all employees in this classification. Shown are duties intended to provide a representative summary of the major duties and responsibilities. You may not be required to perform all duties listed and may be required to perform additional, position-specific duties as required by the launch of a new product. The ideal candidate will be flexible and adaptable to fast-moving environments and will be comfortable responding to the changing needs of the customer.

• Maintaining an excellent knowledge of Circle’s product suite and the fields of Cardiac and Neurovascular Imaging.
• Manage a team within an environment that strives to provide exemplary service to the End Users and Distributor/OEM partners within the confines of department budget.
• Actively engage customer IT professionals during pre and post sales process to understand site infrastructure/architecture, advise IT professionals on optimal installation configurations, and clearly communicate expectations on performance and support to end-users.
• Seek to ensure escalated pre-and-post sales situations are handled promptly and consistently.
• Assist in the design, development and maintenance of solution support tools and systems.
• Remote technical support to solve customer questions, including analyzing, categorizing and prioritizing customer issues, understanding customer infrastructure, and providing recommendations for dealing with performance, system capacity and business continuity issues.
• Documentation of all customer feedback / issues and communicating those issues through our ticketing system channel.
• Assist in remote installation and configuration support for Circle products for customer sites.
• Assist in the development, enhancement, documenting, communicating and promotion of the adherence to any department procedures.
• Assess the company’s needs and support initiatives that improve the company’s’ ability to deliver exemplary customer support experience.
• Be able to provide system solution architecture recommendations to align with customer enterprise workflows and IT infrastructure.
• Be a role model for the company culture.
• Travel will be required to provide on-site customer visits, conferences, trade shows, conducting and receiving training; travel is expected to be no more than 20% of work time.