Description:

As the Diagnostic Support Center Manager, you are responsible for leading the daily operations, performance, and ongoing development of the diagnostic support function.You are responsible for team leadership, operational performance, service quality, process improvement, resource management, and cross-functional collaboration to ensure an effective and customer-focused support organization. You will oversee service delivery, monitor team performance, drive process improvement, and support compliance with company standards and applicable requirements.

WHAT YOU WILL DO

• 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 activities to ensure appropriate coverage, capability, and service delivery performance.
• Foster employee engagement, accountability, collaboration, and continuous learning within the team.
• 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 used by the Diagnostic Support Center.
• Identify and implement process improvements to enhance efficiency and service delivery.
• Ensure effective support is provided 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 to address recurring issues and improve outcomes.
• Ensure support activities align with company policies, quality standards, and applicable regulatory requirements.
• Monitor and report key performance indicators, 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 overall support center performance.
• Identify operational risks, trends, and emerging issues and recommend corrective actions to leadership.

Qualifications:

WHO YOU ARE

• 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.

Preferred Qualifications

• Experience in diagnostics.
• Knowledge of quality systems and regulatory requirements relevant to diagnostics.
• Familiarity with CRM, ticketing, knowledge management, and reporting tools.
• Continuous improvement training or certification.

The base compensation range for this position is $84,500 to $108,700 per annum. Your actual base salary will be determined based upon numerous factors which may include relevant experience, skills, location (labor market data), credentials (education, certifications), and internal equity.

For this specific role, you may be eligible to participate in an annual bonus plan.

Vontier partners with you and your family on your health and wellness journey. Visit VontierBenefits.com to view our benefits. We offer a premium suite of health and wellness programs for you and your family, including medical, dental, vision, disability and life insurance. With programs for family planning from Maven Clinic to managing diabetes like Livongo, coverage for women's health, support for adult and elder care, paid parental leave, a generous 401(k) plan with matching company contributions, and more. Vontier is here for all stages of life. We also offer paid time off up to 120 hours, 13 paid holidays (including 3 floating holidays) per year and paid sick leave.*

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Sick leave amount may vary based on state or local laws applicable to the applicant's geographic location. The Company reserves the right to modify this information at any time, subject to applicable law.

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