Customer Implementation Manager Jobs in Lynn, MA

The Implementation Engineer is responsible for end-to-end technical deployment, integration, and validation of Picture Archiving and Communication Systems (PACS) and related DeepHealth imaging solutions at hospitals and other healthcare facilities. This role partners with clinical and technical stakeholders, including radiologists, radiology administrators, clinical staff, network engineers, and third-party vendors, to deliver successful implementations with reliable DICOM workflows and enterprise imaging connectivity.
Essential Duties and Responsibilities
• Serve as the primary implementation resource for assigned client projects from kick-off through completion.
• Coordinate project tasks and own delivery milestones while acting as a primary point of contact for customer communication and issue resolution.
• Deploy, integrate, and validate PACS and related imaging solutions in customer environments, including DICOM workflow and enterprise imaging connectivity.
• Provide second-level technical support for healthcare IT systems, including troubleshooting and resolving escalated issues during and after implementation.
• Collaborate with IT, Product, and Engineering to escalate and resolve complex technical problems.
• Maintain detailed records of incidents, solutions, and workflows in the ticketing system.
• Contribute to continuous improvement of implementation and support processes and the knowledge base.
• Ensure work complies with applicable regulatory standards and internal IT policies.
• Support key customers with clear updates and guidance to maintain effective working relationships.
• Participate in on-call rotations and flexible coverage as required to support customer implementations.
Minimum Qualifications, Education and Experience
• Bachelor's degree in IT, Healthcare Informatics, or a related field, or equivalent practical experience (required).
5+ years of experience in an IT technical implementation or support role (required).
Proven IT support experience, preferably in healthcare or clinical environments (required).
Hands-on experience with PC and server platforms and command-line administration on Linux and Windows (required).
Proficiency with Windows client and server operating systems and Linux system administration (required).
Strong networking and general IT skills, with experience troubleshooting complex applications and software products (required).
Experience with ticketing systems and ITIL-based support processes (required).
PACS, radiology workflow, DICOM, and/or HL7 experience (required).
Familiarity with healthcare IT systems, including EMR and clinical software (required).
Strong customer relationship skills and clear written and verbal communication (required).
Ability to manage multiple tasks, work under pressure, and collaborate across teams (required).
Flexibility to work varied hours and participate in on-call rotations (required).
Preferred: Knowledge of archival and storage media.
Preferred: CompTIA Linux, RHCA, RHCT, CCNA, or CCNP certification.
Preferred: Public cloud application troubleshooting experience (preferably GCP).
Preferred: Deployment and configuration automation experience (for example, Ansible).
Preferred: Proficiency in additional languages for EU or international regions.
Quality Standards
• Communicates, cooperates, and consistently functions professionally and harmoniously with all levels of supervision, co-workers, visitors, and vendors.
• Demonstrates initiative, personal awareness, professionalism and integrity, and exercises confidentiality in all areas of performance.
• Follows all local, regional and country laws concerning employment.
• Follows all DeepHealth policies and procedures.
• Follows data privacy, compliance, safety and confidentiality standards at all times.
• Practices universal safety precautions.
• Promotes good public relations on the phone and in person.
• Adapts and is willing to learn new tasks, methods, and systems.
• Reports to work regularly as scheduled; consistently punctual with respect to working hours, meal and rest breaks, and maintains satisfactory personal attendance in accordance with DeepHealth guidelines.
• Completes job responsibilities in a quality and timely manner.
Travel
This position may require occasional travel.
Working Environment
Remote
Physical Demands
This position often requires sitting, standing, walking, bending, twisting, reaching with hands and arms, using hands and fingers, handling, or feeling, speaking, listening, and high-level cognitive thinking. Also, must be able to lift up to 10 pounds occasionally.