Regional Service Manager - NorthEast
US
Customer Support – Customer Support US /
Permanent, Full-time /
Remote
About the role
The Regional Service Manager is responsible for leading and overseeing Field Service operations within the assigned region. This role provides direct leadership, coaching, and performance management to the Field Service team and serves as the primary escalation point for complex customer and operational issues. This position reports to the National Service Manager.
The role partners closely with Sales, Clinical Applications, Scheduling, and Product teams to ensure customers receive a high‑quality, consistent service experience across all touchpoints. In addition, the Regional Service Manager drives continuous improvement initiatives, supports change management, and ensures all service activities are executed in accordance with Vision RT policies, procedures, and quality standards.
This role requires a balance of strong people leadership, technical understanding, operational discipline, and customer‑focused decision‑making.
Key responsibilities will include:
- 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.
Essential Skills & Experience
- 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.
Desirable Skills & Experience
- Prior experience supporting or managing service teams within the medical device, radiation oncology, or healthcare technology industry.
- Experience leading geographically dispersed or remote field service teams across multiple states or regions.
- Demonstrated experience managing large‑scale or complex installation projects involving hospital IT, construction teams, and third‑party vendors.
- Familiarity with FDA‑regulated or ISO‑certified quality environments, including audit‑ready documentation practices.
- Experience driving continuous improvement initiatives, including process standardization, KPI optimization, and service efficiency improvements.
- Exposure to cybersecurity, hospital IT infrastructure, or clinical network environments relevant to medical device installations.
- Experience supporting change‑management initiatives, including the rollout of new tools, systems, or service processes.
- Strong written communication skills, including the ability to produce customer‑facing documentation, executive summaries, and internal reports.
- Prior involvement in hiring, onboarding, and developing technical staff within a growth‑oriented organization.
- Experience collaborating with global or cross‑regional teams to align service delivery and best practices.
$120,000 - $150,000 a year
The base pay range for this position is expected to be between $120,000 to $150,000 per year. While the salary range is effective as of the date of this posting, fluctuations in the job market may necessitate adjustments to pay ranges. Further, final pay determinations will depend on various factors, including but not limited to experience level, knowledge, skills, abilities and geographic location. The total compensation package for this position may also include other elements, such as bonus or discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.
