Regional Service Manager, Healthcare Technology, Southern US

Vision RT Ltd.

23h•$125,000 - $150,000•Remote

About The Position

The Regional Service Manager leads and oversees Field Service operations across the Southeast United States. Reporting to the National Service Manager, the role provides direct leadership, coaching, and performance management to Field Service Engineers and serves as the primary escalation point for complex customer and operational issues. The manager works closely with Sales, Clinical Applications, Scheduling, and Product teams to deliver a high-quality, consistent customer service experience. The role drives continuous improvement, supports organizational change, and ensures service activities comply with company policies, procedures, and quality standards. It combines people leadership, technical expertise, operational excellence, and a customer-focused approach. This is a remote position supporting the Southeast United States and requires regional travel, with occasional travel outside the region as business needs dictate.

Requirements

Bachelor's degree in Engineering, Information Technology, Cybersecurity, Business, or a related discipline preferred; equivalent combinations of education, technical field service experience, and leadership experience will also be considered.
Proven leadership experience in a field-based or remote technical service environment.
Previous people management experience, including coaching, performance management, and employee development.
Strong customer-focused mindset and ability to manage customer relationships and escalations.
Technical understanding of complex medical devices, healthcare technology, or other sophisticated technical systems.
Strong problem-solving and decision-making skills, including identifying root causes and implementing corrective actions.
Excellent organizational and time-management skills, with the ability to manage multiple priorities.
Experience collaborating effectively with Sales, Clinical, Technical, and other cross-functional teams.
Proficiency with service management platforms, CRM systems, ticketing tools, and KPI reporting.
Strong verbal and written communication skills for engaging technical and non-technical stakeholders.

Nice To Haves

Experience managing Field Service teams in medical devices, radiation oncology, healthcare technology, or broader technology sectors.
Experience leading geographically dispersed teams across multiple territories or states.
Knowledge of Vision RT products and solutions.
Experience managing large-scale installation projects involving hospital IT departments, construction teams, and third-party vendors.
Understanding of FDA-regulated and ISO-certified quality environments.
Experience maintaining audit-ready documentation and compliance records.
Demonstrated success driving continuous improvement, process standardization, and operational efficiency.
Exposure to cybersecurity, healthcare IT infrastructure, networking, or clinical system environments.
Experience leading organizational change initiatives, including new system, tool, or process implementations.
Strong business writing skills, including customer communications, operational reporting, and executive summaries.
Previous experience hiring, onboarding, and developing technical service professionals.
Experience collaborating with global or cross-regional teams to drive service excellence and standardization.

Responsibilities

Lead day-to-day Field Service operations across the assigned region, providing leadership, coaching, mentoring, and performance management.
Conduct regular one-to-one meetings, field coaching sessions, and development reviews for Field Service Engineers.
Identify team training needs, competency gaps, and development opportunities.
Support recruitment, interviewing, hiring, onboarding, and development of new Field Service Engineers.
Ensure service activities, documentation, and reporting are accurate and comply with company policies, procedures, and service standards.
Lead implementation of new processes, tools, and policies through training and change management.
Participate in Service leadership discussions and contribute employee, customer, and operational insights.
Partner with the Regional Scheduling Coordinator to plan and execute installations, upgrades, site surveys, preventive maintenance, and break-fix activities.
Improve first-time installation success and reduce avoidable return visits through effective planning and resource utilization.
Manage engineer workload, prioritization, scheduling, and utilization to maximize service efficiency.
Communicate proactively with customers and internal stakeholders to manage expectations, resolve issues, and support customer satisfaction.
Oversee large and complex customer projects involving multiple vendors and stakeholders, attending customer sites when required.
Build and maintain working relationships with engineers, subcontractors, third-party vendors, and internal teams.
Manage regional helpdesk and service ticket activity, including assignment, escalation, documentation quality, prioritization, and timely resolution.
Own regional service performance against KPIs, including responsiveness, ticket quality and aging, installation execution, preventive maintenance completion, engineer utilization, customer escalations, and documentation compliance.
Ensure effective regional service coverage, including phone support, scheduling capacity, and contingency planning.
Support additional service-related projects and initiatives as required.
Operate in full compliance with Vision RT's Quality Management System.