Field Service Leader: Ops, Quality & Coaching

XOS (X-ray Optical Systems); City of Albany (NY); On-site; USD 85,000 - 105,000; Full time

Benefits offered by this job

Paid time off

Medical/dental/vision insurance

401(k)

Job summary

Veralto is seeking an experienced Service Operations leader to supervise day‑to‑day internal and field service activities, ensuring safety, quality, and timely delivery. You will coach teams, own KPIs, and align resources with changing priorities while promoting continuous improvement across the organization.

The role requires strong leadership, advanced troubleshooting, and excellent communication to manage cross‑functional collaborations with Engineering, Quality, and Maintenance.

Qualifications

• 8+ years of experience in service, manufacturing, or related technical environments.
• Demonstrated leadership or supervisory experience in service or operations environments.
• Advanced troubleshooting, problem‑solving, and decision‑making skills across internal and field settings.
• Strong working knowledge of service workflows, quality systems, safety practices, and continuous improvement principles.
• Proven ability to document service activity, audits, and corrective actions accurately and consistently.
• Effective communication and collaboration skills, with the physical ability to support service work as needed.

Responsibilities

• Supervise day‑to‑day internal and field service operations across applicable products, ensuring adherence to safety, quality, and delivery expectations.
• Act as a working coach with sufficient technical depth to support coverage during staffing gaps when required.
• Set daily and short‑term priorities for technicians, balancing customer commitments, capacity, and operational targets.
• Ensure consistent execution of standardized service processes for installation, calibration, testing, repair, and packaging.
• Lead, coach, and develop internal and field service teams, reinforcing accountability, engagement, and continuous improvement.
• Own career development, onboarding, and skill development planning for service associates.
• Address performance concerns through timely feedback, coaching, and corrective actions aligned with company policy.
• Foster strong collaboration between internal service, field service, and cross‑functional partners.
• Support all customer and channel partner escalations, work with Services Manager, and help with managing communication and resolution strategy.
• Deliver and support technical training for customers and channel partners.
• Determine when to elevate issues further and ensure data‑driven communication with leadership and stakeholders.
• Own preparation, execution, and follow‑up for all internal service audits, including corrective action tracking.
• Ensure service documentation, reporting, and records meet regulatory, safety, and quality requirements.
• Maintain awareness of relevant compliance requirements, including radiation safety, onsite field safety and service reporting standards.
• Review service performance data, identifying trends related to output, quality, safety, and downtime.
• Drive corrective actions, retraining, or process updates to improve performance and prevent recurrence.
• Promote and reinforce continuous improvement practices across the service organization.
• Own KPIs for both internal and field service teams, ensuring accuracy, visibility, and follow‑through.
• Translate business objectives and customer requirements into actionable goals for the service organization.
• Partner with peer supervisors and functional leaders to allocate resources, adjust staffing, and respond to changing priorities.
• Interface with Engineering, Quality, and Maintenance teams to resolve technical issues and support operational improvements.

Skills

Leadership experience

Advanced troubleshooting

Problem-solving

Communication skills

Data-driven decision making

Safety practices knowledge

Job description

Veralto is seeking an experienced Service Operations leader to supervise day‑to‑day internal and field service activities, ensuring safety, quality, and timely delivery. You will coach teams, own KPIs, and align resources with changing priorities while promoting continuous improvement across the organization.

The role requires strong leadership, advanced troubleshooting, and excellent communication to manage cross‑functional collaborations with Engineering, Quality, and Maintenance.