Hardware Service Lead — Operations & Tech Support

Vitalograph; Kansas City (KS); On-site; USD 95,000 - 125,000; Full time

Benefits offered by this job

401(k)

Health Insurance

Paid Time Off

Training in respiratory diagnostics

Professional development

Tuition Reimbursement

Job summary

Vitalograph in Lenexa, KS seeks an Associate Manager - Hardware Service to oversee daily Hardware Service Team operations, align structures with business needs, and coach staff in systems and service protocols.

You will coordinate cross-functional efforts, manage customer inquiries, and lead improvements in service workflows while ensuring regulatory compliance and high-quality support.

Qualifications

• In-depth knowledge of electrical and mechanical processes.
• Proficient in troubleshooting and repair techniques for electronic and mechanical devices.
• Strong knowledge of medical hardware and software-integrated systems.
• Proven leadership and team development capabilities.
• Customer-advocacy focus with ability to navigate internal and external organizations to meet customer needs.
• Excellent problem-solving skills in high-pressure environments.
• Strong communication skills with the ability to adapt to technical and non-technical audiences.
• Ability to manage competing priorities and dynamically adjust team focus.
• Problem-solving mindset with the ability to handle high-pressure situations.
• Familiarity with healthcare regulations and quality standards, including ISO 13485, ISO 90001, FDA QSR, and other relevant guidelines preferred.
• Experience building cross-functional relationships.
• Strong organizational and process-driven mindset.
• Ability to analyze data and drive decision-making.
• Broad, system-level understanding of company products and workflows.

Responsibilities

• Oversee daily operations of the Hardware Service Team.
• Serve as a role model by demonstrating accountability, professionalism, and customer focus.
• Provide coaching and guidance focused on documentation quality and communication standards.
• Define and evolve team structure to align with business needs.
• Support hiring, onboarding, and training with emphasis on systems and service protocols.
• Foster a collaborative, detail-oriented environment focused on accuracy and consistency.
• Build and maintain strong working relationships with cross-functional teams.
• Manage intake, tracking, and prioritization of customer inquiries and service requests.
• Escalate and resolve high-impact customer issues and maintain relationships.
• Coordinate with Product Development/Engineering and Senior Leadership to gather feedback and drive improvements.

Education

Associate or bachelor’s degree in engineering, biomedical engineering, or a related field

Advanced degrees or certifications (e.g., Certified Biomedical Equipment Technician)

Tools

Electrical & mechanical troubleshooting

Job description

Vitalograph in Lenexa, KS seeks an Associate Manager - Hardware Service to oversee daily Hardware Service Team operations, align structures with business needs, and coach staff in systems and service protocols.

You will coordinate cross-functional efforts, manage customer inquiries, and lead improvements in service workflows while ensuring regulatory compliance and high-quality support.