Technical Service Manager
About The Position
Viken Detection is seeking an experienced and hands-on Technical Service Manager to lead our service and support operations for advanced X-ray imaging and radiation detection systems. This role is responsible for ensuring exceptional customer support, driving service excellence, managing technical escalations, and leading a team dedicated to supporting our customers worldwide. The ideal candidate is a strong technical leader who can effectively bridge customer needs with engineering solutions, improve service processes, and help maintain the high performance and reliability standards expected of Viken's product portfolio.
Requirements
- Bachelor's degree in Engineering, Physics, Electronics, Technical Management, or related field.
- 5+ years of experience leading technical service, customer support, field service, or product support teams.
- Experience supporting complex technical products, instrumentation, imaging systems, electronics, or industrial equipment.
- Strong troubleshooting and problem-solving capabilities.
- Excellent verbal and written communication skills.
- Ability to effectively manage customer escalations and maintain strong customer relationships.
- Experience analyzing service metrics and implementing process improvements.
- Ability to travel as needed to customer sites, trade shows, and company facilities.
Nice To Haves
- Experience supporting X-ray systems, radiation detection equipment, analytical instrumentation, security screening technology, or related technical products.
- Working knowledge of electronics, software, networking, and hardware diagnostics.
- Experience in a regulated manufacturing environment.
- Familiarity with CRM systems, service management software, and ERP platforms.
Responsibilities
- Lead and manage Technical Support and Service personnel to ensure timely resolution of customer issues.
- Serve as the primary escalation point for complex technical and product performance issues.
- Partner closely with Engineering, Manufacturing, Quality, and Product Management teams to troubleshoot and resolve field issues.
- Drive root cause investigations and corrective action efforts for recurring product and service concerns.
- Monitor service KPIs including response times, resolution rates, customer satisfaction, system uptime, and warranty performance.
- Develop and maintain service procedures, troubleshooting guides, and technical documentation.
- Coordinate field service activities, installations, repairs, preventative maintenance, and customer training.
- Identify and train worldwide service centers, ensuring that they comply with Viken specifications and processes.
- Create and verify price lists for both internal and external customers.
- Support customers through phone, email, remote diagnostics, and onsite visits when necessary.
- Continuously improve service processes to increase efficiency and enhance the customer experience.
- Manage service-related budgets, resources, spare parts inventory, and third-party service providers.
- Ensure compliance with company quality standards, safety requirements, and applicable regulatory requirements.
- Collaborate with Sales and Business Development teams to support customer retention and growth initiatives.
- Develop, mentor, and evaluate service team members while fostering a culture of accountability and customer focus.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
