Regional Service Manager, Healthcare Technology

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🔥 1 minute ago

🇺🇸 United States – Remote

💵 $125k - $150k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

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Vision RT Ltd

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2001

🏥 Healthcare

🏭 Manufacturing

⚕️ Healthcare Insurance

Healthcare • Manufacturing • Healthcare Insurance

Vision RT Ltd. is the pioneer and market leader in Surface Guided Radiation Therapy (SGRT), specializing in advanced 3D surface imaging technology that enhances the safety, effectiveness, and efficiency of radiotherapy workflows. With over 3,000 systems actively in use worldwide, including installations in 24 of the top 25 cancer hospitals in the USA, Vision RT's innovative solutions such as AlignRT and DoseRT are integral for accurate motion management and real-time dose visualization, significantly improving treatment outcomes for various cancer types.

📋 Description

• Lead day-to-day Field Service operations across the assigned region • Provide leadership, coaching, mentoring, and performance management to Field Service Engineers • Conduct one-to-one meetings, field coaching sessions, and development reviews • Identify training needs, competency gaps, and development opportunities • Support interviewing, hiring, onboarding, and development of new Field Service Engineers • Ensure service activities, documentation, and reporting comply with company policies and standards • Lead implementation of new processes, tools, and policies through training and change management • Participate in Service leadership discussions and contribute operational insights • Coordinate with Regional Scheduling to plan installations, upgrades, site surveys, preventive maintenance, and break-fix work • Improve first-time installations and reduce avoidable return visits • Manage engineer workload, prioritization, scheduling, and utilization • Communicate with customers and internal stakeholders to resolve issues and maintain satisfaction • Oversee complex customer projects involving multiple vendors and stakeholders; attend customer sites when required • Maintain relationships with engineers, subcontractors, third-party vendors, and internal teams • Manage regional helpdesk and service tickets, including assignment, escalation, documentation, prioritization, and resolution • Own regional KPIs covering responsiveness, ticket quality and aging, installation execution, preventive maintenance, utilization, escalations, and documentation compliance • Ensure regional service coverage, phone support, scheduling capacity, and contingency planning • Support additional service projects and initiatives • Operate in compliance with Vision RT's Quality Management System

🎯 Requirements

• Bachelor's degree in Engineering, Information Technology, Cybersecurity, Business, or a related discipline preferred • Equivalent combinations of education, technical field service experience, and leadership experience will also be considered • Proven leadership experience within a field-based or remote technical service environment • Previous people management experience with responsibility for coaching, performance management, and employee development • Strong customer-focused mindset with ability to manage customer relationships and escalations • Technical understanding of complex medical devices, healthcare technology, or other sophisticated technical systems • Strong problem-solving and decision-making skills, including root-cause identification and corrective actions • Excellent organizational and time-management skills; ability to manage multiple priorities • Experience collaborating with Sales, Clinical, Technical, and other cross-functional teams • Proficiency with service management platforms, CRM systems, ticketing tools, and KPI reporting • Strong verbal and written communication skills with technical and non-technical stakeholders • Experience managing Field Service teams within medical device, radiation oncology, healthcare technology, or broader technology sectors • Experience leading geographically dispersed teams across multiple territories or states • Knowledge of Vision RT products and solutions • Experience managing large-scale installation projects involving hospital IT departments, construction teams, and third-party vendors • Understanding of FDA-regulated and ISO-certified quality environments • Experience maintaining audit-ready documentation and compliance records • Demonstrated success driving continuous improvement, process standardization, and operational efficiency improvements • Exposure to cybersecurity, healthcare IT infrastructure, networking, or clinical system environments • Experience leading organizational change initiatives, including new system, tool, or process implementations • Strong business writing skills, including customer communications, operational reporting, and executive summaries • Previous experience hiring, onboarding, and developing technical service professionals • Experience collaborating with global or cross-regional teams to drive service excellence and standardization

🏖️ Benefits

• Equal Opportunity / Affirmative Action employer • Opportunity for employment and development without regard to protected characteristics • Security and reach of being part of a large global enterprise • Startup agility and innovation

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