Diagnostic Support Center Manager

🔥 18 hours ago

🇺🇸 United States – Remote

💵 $84.5k - $108.7k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 0%

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Vontier

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

🚘 Automotive

⚡ Energy

🔧 Hardware

Automotive • Energy • Hardware

Vontier is a mobility technology company that powers convenience stores, fleet operators and auto repair shops with a broad portfolio of fueling and repair solutions. Its businesses include legacy and next-generation fueling equipment (Gilbarco Veeder-Root), EV charging and energy management (Driivz), alternative fuel refueling systems (ANGI), car wash technology (DRB), POS, payment and site automation (Invenco), and professional automotive tools and diagnostics (Matco Tools). Vontier provides connected hardware and software, multi-energy fueling platforms (traditional fuels, EV, CNG, RNG, hydrogen), data and analytics, and services to support customers' decarbonization and operational needs.

📋 Description

• Lead, coach, and develop a team of approximately 5–7 Diagnostic Sales Representatives • Establish performance expectations and monitor individual and team productivity • Promote a customer-focused, high-performance work environment • Manage staffing, scheduling, onboarding, training, and employee development • Assess staffing needs and support workforce planning to ensure appropriate coverage and service delivery • Foster employee engagement, accountability, collaboration, and continuous learning • Oversee daily operations of the Diagnostic Support Center • Ensure service levels, quality standards, and turnaround expectations are achieved • Develop and improve workflows, escalation paths, and case management processes • Support administration, adoption, and continuous improvement of support technologies, systems, and tools • Identify and implement process improvements to improve efficiency and service delivery • Ensure effective support for diagnostic systems, issue resolution, and customer inquiries • Serve as an escalation point for complex service or customer concerns • Collaborate with field service, technical operations, quality, regulatory, and product teams • Ensure support activities align with company policies, quality standards, and applicable regulatory requirements • Monitor and report KPIs including response time, case resolution time, first-contact resolution, customer satisfaction, and team utilization • Analyze trends and recommend actions to improve service performance • Prepare operational reports and communicate results, risks, and recommendations to leadership • Support initiatives that improve efficiency, service quality, and support center performance • Identify operational risks, trends, and emerging issues and recommend corrective actions

🎯 Requirements

• 5+ years of experience in diagnostic support, customer service operations, or service center management • Experience managing service metrics, operational performance, and team development • Strong problem-solving, decision-making, and organizational skills • Strong written and verbal communication skills • Ability to work cross-functionally in a fast-paced environment • Experience in diagnostics (preferred) • Knowledge of quality systems and regulatory requirements relevant to diagnostics (preferred) • Familiarity with CRM, ticketing, knowledge management, and reporting tools (preferred) • Continuous improvement training or certification (preferred)

🏖️ Benefits

• Annual bonus plan eligibility • Medical, dental, and vision insurance • Disability and life insurance • Family planning programs through Maven Clinic • Diabetes management support through Livongo • Women's health coverage • Adult and elder care support • Paid parental leave • 401(k) plan with matching company contributions • Paid time off up to 120 hours • 13 paid holidays, including 3 floating holidays • Paid sick leave • Health and wellness programs for employees and families • Continuous learning and personal growth support • Work-life balance and collaboration-focused environment