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Customer Care Manager - PaxeraHealth - Career Page Skip To Job Description

PaxeraHealth is one of the best and brightest medical solutions companies to work for. We develop technologies that help manage millions of medical images every month. We didn’t become a global leader by sitting on the sidelines. We’re actively involved in shaping the industry and transforming technologies so radiologists and clinicians have what they need to help their patients move forward with life. We’ve gathered a team of smart, collaborative, and motivated individuals and have created an environment in which they can challenge themselves and reach their full potential.

As our corporate office in Newton, MA and our worldwide offices are rapidly expanding, we are continuously looking to hire dedicated employees who can contribute to our success. Please review our open positions and apply to the positions that match your qualifications.

Customer Care Manager

Cairo, Egypt, Egypt

Full Time

Senior Manager/Supervisor

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We are seeking a proactive and customer-focused Customer Care Manager to join PaxeraHealth. This role will oversee daily customer support operations, ensuring high-quality service delivery and customer satisfaction. The ideal candidate will lead support teams, improve processes, and collaborate with internal departments to enhance the overall customer experience.

Key Responsibilities

Team Management & Leadership

• Supervise daily operations of the Technical Support team
• Assign tasks based on team member expertise and customer priorities.
• Monitor team performance, provide feedback, and take action on low and high performers.
• Conduct weekly meetings to discuss team progress and challenges.
• Ensure open communication and foster a positive, collaborative work environment.

Technical Support & Customer Satisfaction

• Oversee customer issue resolution, ensuring timely and effective support.
• Respond to escalated technical inquiries and complaints from clients.
• Conduct follow-up calls and emails to ensure customer satisfaction and system stability.
• Assist in critical troubleshooting, system deployment, and integration support.

Training & Development

• Identify training needs and provide coaching for team members.
• Organize knowledge-sharing sessions to enhance technical capabilities.
• Ensure team members are updated on PACS, RIS, DICOM, HL7, and other healthcare IT standards.

Collaboration with Other Departments

• Work closely with the Production Team to coordinate software releases and licenses.
• Communicate with Sales Managers regarding customer complaints and contract issues.
• Liaise with Project Managers to align on customer expectations and ongoing projects.
• Support presales and sales teams by responding to technical inquiries.

Reporting & Documentation

• Maintain Salesforce case logs, service delivery forms, and site documentation.
• Provide weekly and monthly reports on team performance, customer satisfaction, and support issues.
• Ensure compliance with SLAs (Service Level Agreements) and internal KPIs.

Additional Responsibilities

• Participate in management meetings to provide updates on technical support operations.
• Recommend process improvements to enhance service efficiency.
• Occasionally travel to client sites for escalated issues or major system installations

Education & Experience

Requirement

Minimum

Preferred

Education

Bachelor’s in Biomedical Engineering, Computer Science, or IT-related field

Master’s degree or PMP certification

Work Experience

+10 years, including team leadership experience

Experience in Healthcare IT

Certifications

ITIL, CDIP, CIIP, or any relevant Healthcare IT certification (Preferred)

Advanced certifications in SQL DBA, HL7, VMware, or Network Security

Qualifications and Skills

Technical Skills

✔ Strong knowledge of PACS, RIS, DICOM, HL7, FHIR, and system integrations.

✔ Proficiency in Windows Server, SQL database administration, VMware, and network security.

✔ Hands-on experience in firewall configurations, IT infrastructure, and troubleshooting.

✔ Ability to handle Salesforce case management and CRM tools.

Soft Skills

✔ Strong leadership and team management abilities.

✔ Excellent communication and problem-solving skills.

✔ Ability to delegate tasks effectively and manage workloads.

✔ Strong customer service orientation and ability to build relationships.

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