Lead day‑to‑day Field Service operations within the assigned region, providing ongoing performance management, coaching, and mentoring to the Field Service team.
Ensure all service activities are documented accurately and consistently in accordance with Vision RT policies, procedures, and service metrics.
Lead local change initiatives by coaching and training the team on new procedures, tools, and policies.
Actively participate in leadership strategy discussions, providing employee- and customer-focused input and solutions.
Partner with the Regional Scheduling Coordinator to ensure effective planning and execution of installations, upgrades, surveys, and break-fix activities, with a focus on achieving the “perfect install.”
Optimize engineer utilization through effective planning, prioritization, and allocation of resources.
Proactively communicate with customers and internal stakeholders, including Sales and Clinical Applications, to manage expectations and resolve issues.
Oversee large or complex projects involving multiple vendors, attending on site as required to ensure successful delivery.
Build strong working relationships with engineers, third‑party vendors, and subcontractors to support efficient service delivery.
Oversee helpdesk operations, including ticket assignment, prioritization, escalation, accuracy, and timely closure.
Ensure completion of all required administrative tasks and maintain accountability for regional service KPIs and metrics.
Manage regional service coverage, including daily phone support, scheduled service capacity, and contingency planning.
Perform additional service‑related duties and projects as assigned by management.
Operate in full compliance with Vision RT’s Quality Management System.

Requirements

Bachelor of Science in Information Technology, Cybersecurity, or a related technical discipline preferred; equivalent combination of education and relevant experience considered.
Demonstrated experience leading field‑based or remote technical service teams; prior supervisory or people‑management experience preferred but not required.
Strong customer‑service mindset with a proven ability to manage customer relationships and escalations effectively.
Advanced technical understanding of complex medical or technical systems, like SGRT and other VisionRT products
Proven leadership capability, including the ability to coach, motivate, and develop high‑performing teams.
Strong problem‑solving skills with the ability to analyze service issues and implement effective corrective actions.
Excellent organizational and time‑management skills, with the ability to manage multiple priorities and projects simultaneously.
Experience working cross‑functionally with Sales, Clinical, and Technical teams to deliver customer‑focused outcomes.
Proficiency with service management systems, CRM platforms, ticketing tools, and performance reporting.

Benefits

Full range of medical benefits
401(k) eligibility
Various paid time off benefits
Parental leave

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Field Service operationsperformance managementcoachingmentoringservice metricsproject managementtechnical serviceproblem-solvingtime managementcustomer relationship management

Soft Skills

leadershipcustomer service mindsetorganizational skillscommunicationcollaborationprioritizationresource allocationrelationship buildinganalytical skillsmotivation

Certifications

Bachelor of Science in Information TechnologyBachelor of Science in Cybersecurity