Regional Service Manager, Healthcare Technology

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee daily Field Service operations within the designated region.

• Provide guidance, coaching, mentoring, and performance oversight to Field Service Engineers.

• Conduct individual meetings, field coaching sessions, and development evaluations.

• Identify training requirements, competency deficiencies, and developmental prospects.

• Assist in interviewing, hiring, onboarding, and nurturing new Field Service Engineers.

• Ensure that service activities, documentation, and reporting adhere to company policies and standards.

• Lead the rollout of new processes, tools, and policies through training and change management efforts.

• Engage in Service leadership discussions and provide operational insights.

• Collaborate with Regional Scheduling to coordinate installations, upgrades, site surveys, preventive maintenance, and break-fix tasks.

• Enhance first-time installations and minimize unnecessary return visits.

• Manage the workload, prioritization, scheduling, and utilization of engineers.

• Communicate with customers and internal stakeholders to address issues and ensure satisfaction.

• Oversee complex customer projects involving multiple vendors and stakeholders; visit customer sites as needed.

• Maintain relationships with engineers, subcontractors, third-party vendors, and internal teams.

• Manage the regional helpdesk and service tickets, including assignment, escalation, documentation, prioritization, and resolution.

• Own regional KPIs related to 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 accordance with Vision RT's Quality Management System.

⛳️ Requirements

• A Bachelor's degree in Engineering, Information Technology, Cybersecurity, Business, or a related discipline is preferred.

• Equivalent combinations of education, technical field service experience, and leadership experience will also be considered.

• Demonstrated leadership experience within a field-based or remote technical service setting.

• Prior experience in people management with a focus on coaching, performance management, and employee development.

• Strong customer-oriented mindset with the ability to manage customer relationships and escalations effectively.

• Technical knowledge of complex medical devices, healthcare technology, or other advanced technical systems.

• Excellent problem-solving and decision-making capabilities, including root-cause analysis and corrective actions.

• Outstanding organizational and time-management abilities; capacity to juggle multiple priorities.

• Experience working collaboratively with Sales, Clinical, Technical, and other cross-functional teams.

• Proficient in service management platforms, CRM systems, ticketing tools, and KPI reporting.

• Strong verbal and written communication skills tailored for both technical and non-technical stakeholders.

• Experience managing Field Service teams in medical devices, radiation oncology, healthcare technology, or broader technology sectors.

• Proven experience leading geographically dispersed teams across various territories or states.

• Familiarity with Vision RT products and solutions.

• Experience overseeing 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.

• Proven track record in driving continuous improvement, process standardization, and operational efficiencies.

• Exposure to cybersecurity, healthcare IT infrastructure, networking, or clinical system environments.

• Experience leading organizational change initiatives, including the implementation of new systems, tools, or processes.

• Strong business writing skills, including customer communications, operational reports, and executive summaries.

• Previous experience in hiring, onboarding, and developing technical service professionals.

• Experience collaborating with global or cross-regional teams to promote service excellence and standardization.

🏝️ Benefits

• Equal Opportunity / Affirmative Action employer.

• Opportunity for employment and growth without regard to protected characteristics.

• Security and reach of being part of a large global enterprise.

• Startup agility and innovation.