Technical Customer Success Manager (EMEA)

Job Description

About the Job
Join the AIRS Medical team as a Technical Customer Success Manager for the EMEA region and play a vital role in ensuring healthcare clients successfully integrate and maximize the value of SwiftMR, our cloud-based MRI reconstruction software. This role involves working directly with healthcare providers to set up and configure SwiftMR, establish connections with MRI systems and PACS, and troubleshoot technical issues. As a critical member of our customer success team, you’ll combine technical expertise with a customer-focused approach to ensure smooth installations, resolve technical issues, and deliver a positive SwiftMR experience from setup to ongoing support.

Roles & 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

Qualifications & Requirements

• 1+ 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
• Fluent in English and conversational German
• Pro-active team player

Preferred Experiences (Nice to Have)

• 3+ years in a technical or application support role within healthcare IT
• Experience implementing radiology software in a clinical environment
• Experience with Linux
• Additional language skills e.g. Italian

Benefits

Work Conditions and Environment

• Work type: Full-time (Remote work setting provided)
• WeWork or shared office access
• Company provided IT devices
• Flexible work hours and vacations
• Collaborate with team members and customers around the country and the world

Hiring Process

• Initial Coffee Chat – Informal discussion to explore mutual fit.
• Technical Interview (Hiring Manager) – Assessment of technical skills and experience.
• Interview with EMEA Manager – Further clarification of the role and expectations
• Culture-Fit Interview – Discussion on work style and company values.
• Onboarding – Comprehensive training and integration into the team.