District Service Manager

Hologic; Arizona; On-site; USD 150,000 - 190,000; Full time

Benefits offered by this job

Medical and dental insurance

Employee Stock Purchase Plan (ESPP)

401(k) plan

Vacation, sick leave, and holidays

Parental leave

Wellness program

Job summary

Hologic is seeking a Service Manager to lead the California Field Service Team, overseeing all Service Operations and driving continuous improvement to maximize customer uptime and satisfaction.

The role requires extensive leadership experience, travel, and a focus on budget management, training, and regulatory compliance across the regional service network.

Qualifications

• Ability to coach, mentor and build a team.
• Experience supervising remote field personnel.
• Strong problem-solving and customer relations skills.
• Frequent travel required.
• Proficiency with Windows software (Word, Excel).

Responsibilities

• Lead the California Field Service Team and oversee all Service Operations.
• Audit field engineer activity and ensure maintenance actions are timely.
• Coordinate service to maximize customer uptime and resource use.
• Provide on-site and remote support to customers and staff.
• Manage revenue and expenses within budget and pursue service revenue growth.

Skills

People oriented

Independent work

Multi-tasking

Remote team supervision

Professional communication

Travel readiness

Education

Associate’s degree in electronics or related field

Business administration or management degree desirable

Job description

We are seeking a highly skilled and experienced Service Manager to lead the California Field Service Team, overseeing all Service Operations, ensuring customer satisfaction, managing performance, and driving continuous improvement across the region.

Responsibilities

• Responsible for total customer satisfaction and prompt resolution of Hologic equipment problems.
• Audit field engineer activity, verify that all preventative and corrective maintenance actions are performed in a timely fashion and in accordance with established policies and procedures.
• Coordinate service to customers to ensure efficient use of resources and maximize customer uptime.
• Actively manage and track unused and failed service parts and ensure their timely return.
• Review and analyze district performance measurements, implementing corrective action when needed.
• Provide effective guidance to assigned field engineers, set appropriate expectation levels, and inspire others to perform to their maximum potential.
• Ensure all assigned personnel are properly trained and meet regulatory training requirements related to the servicing of Hologic products.
• Manage assigned company assets (tools, test equipment, replacement parts) to ensure they are adequately allocated and properly deployed to minimize expense and maximize efficiency.
• Manage the business for the assigned district with utilization of trending and tracking reports.
• Analyze data and prepare reports on product service issues.
• Provide and/or facilitate on-site and remote support to customers and assigned personnel as required.
• Provide pre‑ and post‑sales support; maintain close working relationships with field sales management and other sales personnel to ensure customers’ needs are met.
• Ensure Hologic products are installed to specification, in a professional manner, consistent with customer requirements.
• Manage revenue and control expenses within budgetary guidelines and company expectations.
• Create and implement strategies to increase service revenue and profitability, working with FEs to develop programs such as contract, billable, PMs, relocation, etc.
• Ensure compliance with all regulatory requirements and that all aspects of DQSM are understood and adhered to by assigned personnel.
• Convey and support Hologic’s Vision, Strategies, and Imperatives to the team.
• Complete and conduct annual performance appraisals for all assigned personnel.
• Respond to customer inquiries in written form, in person, or via telephone as needed.
• Ensure that all assigned personnel complete and submit all required paperwork and reports accurately and on time.
• Perform other duties and projects as assigned by service management.

Qualifications

• People oriented – coach, motivator, mentor, team builder.
• Ability to work under minimal supervision in a fast‑paced environment.
• Capable of quickly resolving constantly changing work schedules and priorities and handling multiple concurrent tasks.
• Proven ability to supervise remote, field‑based personnel.
• Must be flexible, maintain composure, communicate professionally, and demonstrate excellent problem‑solving skills when dealing with upset customers and assigned personnel.
• Position requires frequent travel and ability to travel on short notice.

Education

• Associate’s degree in electronics or a related technical discipline.
• Business administration or management degree desirable.

Experience

• Minimum of 8–12 years of experience in a service environment working with customers to resolve problems related to X‑ray, digital imaging, or related medical diagnostic equipment.
• At least 2–3 years of experience in a leadership or managerial role.

Specialized Knowledge

• Proficient with Windows software (Word, Excel).
• Strong customer relations and communications skills, both verbal and written.
• Ability to manage service business and personnel.

Compensation

The total compensation range for this role is $150,000–$190,000, based on base salary and commission plan combination. Final compensation packages will depend on relevant experience, skillset, knowledge, territory/geography, education, business needs, market demand, and performance versus quota.

Benefits

• Medical and dental insurance
• Employee Stock Purchase Plan (ESPP)
• 401(k) plan
• Vacation, sick leave, and holidays
• Parental leave
• Wellness program