Irina Istrate

Responsibilities:

• Leading the customer service representatives team, ensuring efficient operations and high service quality;
• In-line manager for 5 customer service operators and functional manager for 5 modality team leaders;
• Monitoring team performance through defined KPIs and implementing improvement strategies;
• Conducting regular trainings and coaching sessions to enhance team skills and productivity;
• Developing streamlined workflows to improve response times and service delivery; identifying bottlenecks in customer service processes and implementing solutions for optimization;
• Ensuring high customer satisfaction by addressing escalations and resolving complex issues; acting as the main point of contact between customers and internal departments for important service-related inquiries;
• Working closely with senior management to align customer service strategies with business goals;
• Facilitating clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner;
• Managing customer service projects such as equipment decommissions and relocations.

Responsibilities:

• Assisting Sales department from pre-sales to final project stage in Healthcare market;
• Overall project management duties including site visit, preparation of project schedule, quality control, site supervision;
• Project planning, reporting and controlling, in accordance with PM@Healthineers process:
  coordinating overall planning of the project, deciding upon resources allocation, ensuring high quality project deliverables as well as high customer satisfaction;
• Providing the necessary plans, drawings and feasibility studies based on customers' requirements;
• Monitoring milestones and adherence to budget, initiating actions to minimize non-conformance costs;
• Taking part in the assessment and selection of suppliers to be contracted for the projects;
• Documenting internal and external communications, plannings, responsibilities and engagements of the key stakeholders.

Responsibilities:

• Providing mechanical installation, troubleshooting, repair and maintenance services for MR and CT systems in medical facilities;
• Performing scheduled preventative maintenance tasks, ensuring optimal functionality, calibration and safety compliance of medical imaging systems;
• Executing project management work such as site surveys, technical drawings, equipment bring-in and installation planning;
• Participating in mechanical deinstallation and rigging of MR, CT and X-ray systems;
• Offering technical support - physical or on-site - and collaborating with technicians, radiologists and IT personnel in order to address technical challenges and resolve issues promptly, minimizing equipment downtime.