Service Operations

• Supervise day‑to‑day internal and field service operations across applicable products, ensuring adherence to safety, quality, and delivery expectations.

• Act as a working coach with sufficient technical depth to support coverage during staffing gaps when required.

• Set daily and short‑term priorities for technicians, balancing customer commitments, capacity, and operational targets.

• Ensure consistent execution of standardized service processes for installation, calibration, testing, repair, and packaging.

Leadership & Team Integration

• Lead, coach, and develop internal and field service teams, reinforcing accountability, engagement, and continuous improvement.

• Own career development, onboarding, and skill development planning for service associates.

• Address performance concerns through timely feedback, coaching, and corrective actions aligned with company policy.

• Foster strong collaboration between internal service, field service, and cross‑functional partners.
  

Customer Support & Escalations

• Support all customer and channel partner escalations, work with Services Manager, and help with managing communication and resolution strategy.

• Deliver and support technical training for customers and channel partners.

• Determine when to escalate issues further and ensure data‑driven communication with leadership and stakeholders.
  

Documentation & Compliance

• Own preparation, execution, and follow‑up for all internal service audits, including corrective action tracking.

• Ensure service documentation, reporting, and records meet regulatory, safety, and quality requirements.

• Maintain awareness of relevant compliance requirements, including radiation safety, onsite field safety and service reporting standards.
  

Quality & Continuous Improvement

• Review service performance data, identifying trends related to output, quality, safety, and downtime.

• Drive corrective actions, retraining, or process updates to improve performance and prevent recurrence.

• Promote and reinforce continuous improvement practices across the service organization.
  

Business & Operational Management

• Own KPIs for both internal and field service teams, ensuring accuracy, visibility, and follow‑through.

• Translate business objectives and customer requirements into actionable goals for the service organization.

• Partner with peer supervisors and functional leaders to allocate resources, adjust staffing, and respond to changing priorities.

• Interface with Engineering, Quality, and Maintenance teams to resolve technical issues and support operational improvements.
  

Problem Solving & Decision Making

• Use judgment to identify, troubleshoot, and resolve operational and personnel issues affecting service performance.

• Diagnose root causes of recurring service, quality, safety, or capacity challenges.

• Lead corrective actions and track effectiveness to ensure sustainable improvement.

• Escalate complex issues requiring cross‑functional alignment, providing data‑based recommendations.
  

Miscellaneous:

• All other duties as needed for the business.

• Travel Requirement: Up to 20% - 30%
  

Critical Success Factors:

• Applies sound judgment to resolve technical, operational, and personnel issues impacting service delivery.

• Identifies root causes of recurring service or quality problems and implements corrective actions.

• Effectively manages performance, providing coaching, guidance, and conflict resolution when required.

• Knows when and how to escalate complex issues, supplying clear data and recommendations for resolution.
  

Required Qualifications

• 8+ years of experience in service, manufacturing, or related technical environments supporting electro‑mechanical systems.

• Demonstrated leadership or supervisory experience in service or operations environments.

• Advanced troubleshooting, problem‑solving, and decision‑making skills applied across internal and field settings.

• Strong working knowledge of service workflows, quality systems, safety practices, and continuous improvement principles.

• Proven ability to document service activity, audits, and corrective actions accurately and consistently.

• Effective communication and collaboration skills, with the physical ability to support service work as needed.

US ONLY:

The below range reflects the range of possible compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range. This range may be modified in the future. An associate’s position within the salary range will be based on several factors, including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, any collective bargaining agreements, and business or organizational needs.

We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance and 401(k) to eligible employees.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law. 

US residents: In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.