Diagnostic Support Center Manager

Vontier; Raleigh (NC); On-site; USD 85,000 - 109,000; Full time

Benefits offered by this job

Health insurance

401(k) with match

Paid time off

Paid holidays

Job summary

Matco Tools, a subsidiary of Vontier, is seeking a Diagnostic Support Center Manager to lead daily operations, drive performance, and develop the diagnostic support function in Raleigh, NC. You will coach a team of 5–7 reps, manage staffing and training, monitor service levels, and implement process improvements while ensuring compliance with quality standards and regulatory requirements.

The role offers base pay between $84,500 and $108,700, plus annual bonus eligibility and a comprehensive

Qualifications

• 5+ years in diagnostic support or service center leadership.
• Experience managing service metrics and team development.
• Strong problem-solving and communication skills.
• Ability to work cross-functionally in a fast-paced environment.

Responsibilities

• Lead, coach, and develop a team of 5–7 diagnostic sales representatives.
• Establish performance expectations and monitor productivity.
• Promote a customer-focused, high-performance work environment.
• Oversee daily operations and ensure service levels are met.
• Identify and implement process improvements for efficiency.
• Collaborate with field service, quality, regulatory, and product teams.
• Monitor KPIs such as response time, case resolution, and CSAT.
• Prepare operational reports and communicate risks to leadership.

Skills

Diagnostic support leadership

Team coaching

Performance metrics

Cross-functional collaboration

Strong communication

Tools

CRM software

Ticketing systems

Reporting tools

Knowledge management

Job description

As the Diagnostic Support Center Manager, you are responsible for leading the daily operations, performance, and ongoing development of the diagnostic support function.You are responsible for team leadership, operational performance, service quality, process improvement, resource management, and cross-functional collaboration to ensure an effective and customer-focused support organization. You will oversee service delivery, monitor team performance, drive process improvement, and support compliance with company standards and applicable requirements.

WHAT YOU WILL DO

• Lead, coach, and develop a team of approximately 5-7 Diagnostic Sales Representatives.
• Establish performance expectations and monitor individual and team productivity.
• Promote a customer-focused, high-performance work environment.
• Manage staffing, scheduling, onboarding, training, and employee development.
• Assess staffing needs and support workforce planning activities to ensure appropriate coverage, capability, and service delivery performance.
• Foster employee engagement, accountability, collaboration, and continuous learning within the team.
• Oversee daily operations of the Diagnostic Support Center.
• Ensure service levels, quality standards, and turnaround expectations are achieved.
• Develop and improve workflows, escalation paths, and case management processes.
• Support administration, adoption, and continuous improvement of support technologies, systems, and tools used by the Diagnostic Support Center.
• Identify and implement process improvements to enhance efficiency and service delivery.
• Ensure effective support is provided for diagnostic systems, issue resolution, and customer inquiries.
• Serve as an escalation point for complex service or customer concerns.
• Collaborate with field service, technical operations, quality, regulatory, and product teams to address recurring issues and improve outcomes.
• Ensure support activities align with company policies, quality standards, and applicable regulatory requirements.
• Monitor and report key performance indicators, including response time, case resolution time, first-contact resolution, customer satisfaction, and team utilization.
• Analyze trends and recommend actions to improve service performance.
• Prepare operational reports and communicate results, risks, and recommendations to leadership.
• Support initiatives that improve efficiency, service quality, and overall support center performance.
• Identify operational risks, trends, and emerging issues and recommend corrective actions to leadership.

WHO YOU ARE

• 5+ years of experience in diagnostic support, customer service operations, or service center management.
• Experience managing service metrics, operational performance, and team development.
• Strong problem-solving, decision-making, and organizational skills.
• Strong written and verbal communication skills.
• Ability to work cross-functionally in a fast-paced environment.

Preferred Qualifications

• Experience in diagnostics.
• Knowledge of quality systems and regulatory requirements relevant to diagnostics.
• Familiarity with CRM, ticketing, knowledge management, and reporting tools.
• Continuous improvement training or certification.

The base compensation range for this position is $84,500 to $108,700 per annum. Your actual base salary will be determined based upon numerous factors which may include relevant experience, skills, location (labor market data), credentials (education, certifications), and internal equity.

For this specific role, you may be eligible to participate in an annual bonus plan.

Vontier partners with you and your family on your health and wellness journey. Visit VontierBenefits.com to view our benefits. We offer a premium suite of health and wellness programs for you and your family, including medical, dental, vision, disability and life insurance. With programs for family planning from Maven Clinic to managing diabetes like Livongo, coverage for women's health, support for adult and elder care, paid parental leave, a generous 401(k) plan with matching company contributions, and more. Vontier is here for all stages of life. We also offer paid time off up to 120 hours, 13 paid holidays (including 3 floating holidays) per year and paid sick leave.*

Disclaimer:

The salary, other compensation, and benefits information is accurate as of the date of this posting. Sick leave amount may vary based on state or local laws applicable to the applicant’s geographic location. The Company reserves the right to modify this information at any time, subject to applicable law.

WHO IS MATCO

Matco Tools, a wholly owned subsidiary of Vontier Corporation, is a distributor of quality professional automotive equipment, tools, and toolboxes. Matco began operation in 1946 and, since 1979, has sold products directly to professional mechanics, enthusiasts, and those who value quality tools through a network of independent franchised mobile distributors who operate in all 50 states, Puerto Rico, and Canada. Products are also sold to central purchasing operations and other institutional customers through industrial sales representatives and via the internet. Matco is a franchising company, a distribution company, a financing company, a manufacturer of industry leading toolboxes, and a leading supplier of automotive technology solutions employing approximately 600 associates in the United States, Puerto Rico and Canada. For more information on Matco Tools, visit www.matcotools.com .

WHO IS VONTIER

Vontier(NYSE: VNT) is a global technology company powering the way the world moves. We empower businesses in the transport sector to adapt to a fast-changing landscape by uniting productivity,automationand multi-energy technologies.

Our smart, connected solutions serve roadside convenience retail stores, fleet operators, and auto repair technicians. From integrated payments and EV charging software to carwash technology and retail automation, we help customers stay productive and prepared for a rapidly evolving industry.

With decades of expertise and a balanced portfolio, Vontier enables businesses to navigate complexity, unlock growth, and build a cleaner, safer future. Driven by continuous improvement and the dedication of Team Vontier, we empower businesses to think bigger, act boldly, and thrive on the road ahead. Learn more at www.vontier.com

At Vontier, we empower you to steer your career in the direction of success with a dynamic, innovative, and inclusive environment.

Our commitment to personal growth, work-life balance, and collaboration fuels a culture where your contributions drive meaningful change. We provide the roadmap for continuous learning, allowing creativity to flourish and ideas to accelerate into impactful solutions that contribute to a sustainable future.

Join our community of passionate people working together to navigate challenges and seize new opportunities. At Vontier, you are not on this journey alone, we are committed to equipping you with the tools and support you need to fuel your innovation, lead with impact, and thrive both personally and professionally.

Together, let’s power the way the world moves!

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"Vontier companies are equal employment employers and evaluate qualified applicants without regard to race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth and related medical conditions), age, marital status, sexual orientation, gender identity or expression, and other characteristics protected by law."