Director, Customer Support, Heatlhcare IT

About Christie Innomed

Since 1954, Christie Innomed has developed, distributed, and supported innovative solutions that enhance the performance of healthcare institutions across Canada. With over 250 specialists serving 1,500+ hospitals and clinics, we are leaders in medical imaging and health IT, helping shape the future of healthcare through next-generation software and data-driven applications.

1. Scope
The Director, Customer Support, Healthcare IT is a key leadership role responsible for delivering Christie Innomed’s commitment to exceptional post-sale customer experiences. This position oversees the full customer support lifecycle from initial implementation to long-term operational excellence, ensuring seamless service delivery and sustained customer satisfaction.

The incumbent will have full ownership of all HIT support functions, including Level 1 and Level 2 technical support, clinical application support, and escalation management (both internal and OEM-related). Will lead, manage, and hold accountable (LMA) a high-performing national, cross-functional support organization driven by responsiveness, service quality, and measurable outcomes.

In addition to operational leadership, the Director will play a strategic role in cross-functional initiatives with PMO, Product, Sales, Customer Success and Corporate Services, and will serve as the business lead for the deployment and optimization of the NetSuite ITSM platform and related applications.

2. General Responsibilities

Strategic Leadership & Accountability :

• Lead, inspire, and hold accountable a national customer support organization, fostering a culture of performance, responsiveness and customer focus.
• Set and communicate a clear vision, aligning front-line, clinical and technical teams to defined SLAs, KPIs, and service standards.
• Develop and mentor leadership within the team to ensure operational excellence and career growth.

Full Lifecycle Customer Support Ownership :

• Oversee all aspects of the HIT support function:
  • Level 1 – First response, triage, and initial resolution.
  • Level 2 – Advanced technical troubleshooting and resolution.
  • Escalation Management – Internal and OEM/vendor escalations.
  • Clinical Applications Support, training and adoption enablement.
• Ensure service targets are met or exceeded, including ticket resolution times, backlog reduction, and customer satisfaction scores.
• Serve as the executive point of contact for high-impact, complex customer issues.

Implementation & Post-Sales Success :

• Partner with PMO to drive excellence in implementation, onboarding, and customer readiness.
• Oversee planning and coordination for deployments, updates, and upgrades.
• Ensure clinical users receive comprehensive training, resources, and documentation for maximum product adoption.
• Lead support readiness for new product introductions.

Cross-Functional Collaboration :

• Work closely with Customer Success to ensure proactive engagement, issue prevention, and alignment on success metrics.
• Partner with Corporate Services on contract accuracy, renewals, and fulfillment of service obligations.
• Provide actionable service data and insights to Product and Business Leadership to inform product roadmaps and service improvements.
• Align with PMO to ensure readiness, resource allocation, and compliance throughout the customer journey.

ITSM Platform Leadership (NetSuite) :

• Serve as the business lead for implementing the new NetSuite ITSM platform for HIT service operations.
• Define and optimize service workflows, escalation protocols, and reporting standards in collaboration with ERP/IT teams.
• Ensure successful adoption and ongoing optimization of ITSM tools and processes.

Service Excellence & Continuous Improvement :

• Develop and monitor performance dashboards to track and improve operational KPIs.
• Identify root causes of recurring issues and lead corrective/preventive actions.
• Enhance documentation, ticketing, and communication workflows for maximum efficiency and transparency.
• Champion the integration of customer feedback into service strategy and operations.

3. Qualifications & Experience

• 10+ years of progressive leadership experience in Healthcare IT, Health Informatics, or related fields.
• Proven track record managing multi-tiered support teams and resolving complex, high-stakes customer challenges.
• Deep understanding of enterprise imaging systems (RIS, PACS), medical informatics, and clinical workflows.
• Demonstrated success in SLA management, escalation handling, and large-scale product implementations.
• Strong knowledge of ITSM frameworks and tools, with experience leading a system deployment or transition.
• University degree in Health Informatics, Engineering, Business, or a related field.
• Bilingual proficiency in French and English required.
• ERP/CRM system experience (e.g., NetSuite, MS Dynamics) is an asset.

4. Key Competencies

• Operational discipline with a strong customer-first mindset.
• ITIL, PMP, or equivalent certifications is an asset.
• Inspirational people leader capable of driving performance in geographically dispersed teams.
• Skilled in influencing across functions without direct authority.
• Adaptable in navigating ambiguity and leading change.
• Strong analytical, organizational, and communication skills.

5. Working Conditions

• Hybrid remote role with 20–30% travel across Canada as needed.
• Occasional international travel for training, vendor coordination, or strategic initiatives.

CHRISTIE INNOMED DEVELOPS, DISTRIBUTES, INTEGRATES, AND SUPPORTS INNOVATIVE SOLUTIONS AND PRODUCTS THAT ENHANCE THE PERFORMANCE OF HEALTHCARE INSTITUTIONS ACROSS QUEBEC AND CANADA IN THE FIELDS OF MEDICAL IMAGING AND INFORMATION MANAGEMENT SOLUTIONS.

CHRISTIE INNOMED PROFESSIONALS SUPPORT HOSPITALS AND CLINICS IN OPTIMIZING THEIR IMAGING TECHNOLOGIES AND OVERALL PERFORMANCE IN SCREENING, DIAGNOSING, AND TREATING THEIR PATIENTS.

CHRISTIE INNOMED PROVIDES THE NECESSARY CLINICAL AND TECHNICAL SUPPORT TO IMPROVE WORKFLOWS AND MANAGE IMAGING MODALITIES, ENABLING ITS CLIENTS TO DELIVER THE BEST POSSIBLE CARE.
TO LEARN MORE, VISIT OUR WEBSITE: WWW.CHRISTIEINNOMED.COM

WE ARE COMMITTED TO FOSTERING INCLUSION AND EQUAL OPPORTUNITIES. ACCOMMODATIONS ARE AVAILABLE TO ALL APPLICANTS UPON REQUEST THROUGHOUT THE RECRUITMENT PROCESS.

PLEASE CONTACT THE HUMAN RESOURCES DEPARTMENT AT RH.HR@CHRISTIEINNOMED.COM IF YOU REQUIRE ANY ACCOMMODATIONS. WE WILL WORK WITH ALL CANDIDATES TO MEET THEIR ACCESSIBILITY NEEDS.
*IN THIS DOCUMENT, THE USE OF THE MASCULINE FORM TO REFER TO INDIVIDUALS IS INTENDED SOLELY TO SIMPLIFY THE TEXT.