Account Service Coordinator

About the role

We are seeking an experienced Software Services Representative to serve as a National Account Service Coordinator supporting enterprise radiation oncology clients in a managed services environment.

Responsibilities

• Serve as the primary service coordinator and relationship manager for assigned national radiation oncology accounts
• Oversee managed services delivery for ARIA and Eclipse environments, including system performance, support, and lifecycle management
• Coordinate incident management, service requests, and escalations, ensuring timely resolution aligned with SLAs and clinical urgency
• Act as liaison between clients and internal teams, including clinical applications, medical physics support, IT infrastructure, and engineering
• Monitor and report on system uptime, performance, and service KPIs across multiple sites
• Support and coordinate software upgrades, patches, and version transitions (ARIA/Eclipse releases)
• Ensure all activities align with HIPAA, data integrity, and patient safety standards
• Participate in or coordinate go-lives, system migrations, and workflow optimization initiatives
• Lead regular service reviews (QBRs) with client stakeholders including administrators, physicists, and clinical leadership
• Identify and mitigate risks proactively to prevent treatment disruption or data issues
• Maintain detailed documentation of environments, configurations, and service activities
• Partner with account management and sales to support client retention and expansion opportunities

Requirements

• Bachelor’s degree in Healthcare IT, Radiation Oncology, Medical Physics support, or related field (or equivalent experience)
• 3+ years of experience supporting radiation oncology systems, specifically ARIA and/or Eclipse
• Strong understanding of radiation oncology workflows (simulation, planning, treatment delivery, record & verify)
• Experience in a managed services, service desk, or enterprise support environment
• Familiarity with DICOM, oncology data flows, and system integrations
• Familiarity with HIPAA and healthcare regulatory requirements
• Excellent communication skills with ability to engage physicists, dosimetrists, therapists, and IT teams
• Strong organizational and multitasking abilities across multiple sites/accounts

Preferred Qualifications

• Experience supporting Varian Aria Exposure to Eclipse treatment planning workflows and dosimetry processes
• Familiarity with SQL databases, Windows Server environments, and virtualization (VMware)
• ITIL certification or experience with structured service management frameworks
• Experience coordinating multi-site or national oncology networks

Key Competencies

• Patient safety-first mindset in all decision-making
• Ability to operate effectively in high-pressure, clinical environments
• Strong critical thinking and problem-solving skills
• Ownership mentality with proactive communication
• High attention to detail, especially in data integrity and system changes

Work Environment

• Remote or hybrid with travel to client oncology centers as needed
• Participation in on-call or escalation rotations may be required
• Fast-paced, high-responsibility environment supporting life-critical systems

Success Metrics

• System uptime and treatment continuity
• SLA compliance (response and resolution times)
• Reduction in critical incidents and repeat issues
• Client satisfaction and retention
• Successful execution of upgrades, patches, and go-lives

Company Information

We are a team of more than 72,000 highly dedicated Healthineers in more than 70 countries. As a leader in medical technology, we constantly push the boundaries to create better outcomes and experiences for patients, no matter where they live or what health issues they are facing. Our portfolio is crucial for clinical decision-making and treatment pathways.

Equal Employment Opportunity Statement

We are committed to equal employment opportunity. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If you require a reasonable accommodation in completing a job application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please fill out the accommodations form here.

Data Privacy

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