Job Title: Imaging Service Manager
Position Description: We are seeking an Imaging Service Manager with a strong customer service orientation to lead our x-ray service, installation, and operations teams. This role requires a proactive leader who prioritizes customer satisfaction and is dedicated to cultivating a customer-centric culture. The successful candidate will also drive key company initiatives, uphold our customer service standards, and foster a supportive team environment where both seasoned and new team members can thrive and grow.
Responsible for managing all day-to-day service operations as well as the planning and execution of all resources/logistics required to perform services and maintenance activities to meet or exceed expectations. Includes all types of maintenance service (preventive and remedial) and managing field services engineering. Monitor and enhance quality, efficiency, and effectiveness of own team. Has significant input into priorities. Guided by professional practices and policies that are shaped by the role. The role requires high levels of operational judgment and a great level of collaboration.
Essential job duties include but are not limited to:
- Responsible for managing the Imaging Service Team by directing, coordinating, and leading the organization and its activities to meet customer service expectations and financial metrics.
- Clearly communicate expectations, priorities, and performance standards to service engineers, ensuring accountability and consistent follow-through on assigned work.
- Demonstrates effective leadership by inspiring and guiding team members toward achieving common goals, fostering a positive and inclusive work culture, and empowering individuals to grow professionally.
- Serve as the primary customer advocate, introducing yourself to customers as the Service Team Manager.
- Foster a customer-centric culture, upholding and enforcing company Customer Service policies.
- Oversee customer service training for the x-ray service, installation, and operations teams.
- Implement and manage customer support systems, such as Podio, and maintain a Knowledge Base for service providers.
- Lead the Preventive Maintenance program for the mobile fleet.
- Identify top reliability issues affecting downtime and implement improvement strategies.
- Lead company initiatives to enhance service department success.
- Monitor and drive departmental initiatives to meet key metrics.
- Strategically manage and pivot team resources and manpower as priorities and workload shift, to maximize responsiveness and customer satisfaction.
- Track performance, mentor team members, and support growth, particularly for new hires.
- Establish trust with service team by conducting one-on-one meetings, maintaining a positive, example-driven leadership style.
- Conduct morning check-ins with team members by 8:30 AM for task alignment.
- Review and hold service members accountable to update case notes for all active service calls and ensure follow-up by end of day.
- Assign service calls to the appropriate service team members, ensuring real-time updates for service statuses and specific ETAs.
- Participate in Pre-Delivery calls and manage readiness for new x-ray system deliveries, including HVAC service agreements.
- Travel may be required, on short notice, if a customer lab is down, and may require overnight stays.
- Evening and weekend work may be required as job duties demand.
- Performs other related duties, as required.
Qualifications:
Note that these requirements are representative, but not all-inclusive, of the knowledge, skill, and ability required to perform this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Required Knowledge/Skills:
- Driven, accountable, task-oriented, innovative and a self-starter.
- Ability to multi-task, prioritize, and work efficiently to meet deadlines with a high level of accuracy.
- Ability to collaborate with internal and external customers at various levels of the organization.
- Ability to identify risk and flag concerns to management.
- Self-motivated, takes initiative, and the ability to work independently, without direct supervision.
- Proven experience in customer service management with a strong focus on customer satisfaction.
- Strong organizational skills, with experience managing preventive maintenance programs and service logistics.
- Ability to flexibly reallocate staff and manpower to address shifting service demands and priorities.
- Familiarity with documentation platforms (e.g., Podio) and a track record of utilizing support systems effectively.
- Skilled in tracking team performance, conducting training, and fostering growth among team members.
- Excellent communication skills with the ability to set clear expectations, prioritize tasks, delegate effectively, and ensure timely follow-through.
- Ability to identify and address operational issues and create plans to improve reliability and efficiency.
Experience:
- 3-5 years of field service experience in healthcare is required.
- 3-5 years of experience with servicing or installing Cath, CT, PET/CT and/or MRI is preferred.
- GE, Phillips, or Siemens hands on imaging experience required, certifications highly desirable.
- 5+ years of successful experience managing and leading a service team that delivers superb customer service, with a sense of urgency.
Education:
- BS/BA in related discipline or equivalent combination of education and experience.
Remote Work:
This role is office based in Indianapolis, IN. If the need arises to work remotely, including nights and weekends, employees are expected to work in a secure location to protect company data and have stable high-speed internet.
Additional requirements:
This is a full-time position. Employees are expected to work a general schedule of 8 hours per day, 5 days per week. Employees may be required to work beyond the standard schedule to meet the deliverables and expectations of the role. Employees working from home, like those in an office, should use their time wisely and constructively to plan their day since there is limited daily oversight.
