Global Technical Service Lead for Imaging & Detection

Viken Detection Corp.; Burlington (MA); On-site; USD 120,000 - 180,000; Full time

Job summary

Viken Detection Corp. in Burlington, MA seeks an experienced Technical Service Manager to lead our global service and support operations for X-ray imaging and radiation detection systems.

You will mentor a hands-on team, drive service excellence, and bridge customer needs with engineering solutions. Responsibilities include managing escalations, coordinating field service, improving KPIs, and collaborating with Engineering, Manufacturing, Quality, and Product Management to resolve issues and

Qualifications

• Bachelor's degree in Engineering, Physics, Electronics, or related field.
• 5+ years leading technical service or customer support teams.
• Experience with complex instrumentation or imaging systems.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication abilities.
• Willingness to travel to sites and events.

Responsibilities

• Lead and manage Technical Support and Service personnel to resolve issues.
• Serve as primary escalation point for complex technical problems.
• Collaborate with Engineering, Manufacturing, Quality, and Product teams.
• Drive root cause investigations and corrective actions.
• Monitor KPIs: response times, resolution, CSAT, uptime, warranties.
• Develop service procedures and troubleshooting guides.
• Coordinate field service activities and training.
• Identify and train worldwide service centers.
• Create and verify price lists for internal and external customers.
• Support customers via phone, email, remote diagnostics, onsite visits.
• Improve service processes to boost efficiency and customer experience.
• Manage service budgets, spare parts inventory, and third-party providers.
• Ensure compliance with quality, safety, and regulatory requirements.
• Collaborate with Sales to support retention and growth.
• Mentor and evaluate service team members.

Skills

Leadership

Customer relations

Troubleshooting

Communication

Travel ability

Team leadership

Education

Engineering degree

Tools

CRM systems

Service management software

ERP platforms

Job description

Viken Detection Corp. in Burlington, MA seeks an experienced Technical Service Manager to lead our global service and support operations for X-ray imaging and radiation detection systems.

You will mentor a hands-on team, drive service excellence, and bridge customer needs with engineering solutions. Responsibilities include managing escalations, coordinating field service, improving KPIs, and collaborating with Engineering, Manufacturing, Quality, and Product Management to resolve issues and