Technical Service Manager

Description

Position Summary

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.

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.

Requirements

Qualifications

• 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.

Preferred

• 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.

This role is ideal for a hands-on leader who can balance technical expertise, customer service, and team leadership to ensure exceptional support and service delivery.

Additional Information

Location: This role is based in Burlington, MA. We are seeking local candidates, as relocation assistance is not available.

Work Authorization: Applicants must be authorized to work in the U.S. on a full-time basis. We are unable to provide visa sponsorship for this position.