Technical Service Manager

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

Description

Position Summary

Viken Detection is seeking an experienced and hands-on Technical Service Manager to lead our service and support operations for advanced X-ray imaging and radiation detection systems. This role is responsible for ensuring exceptional customer support, driving service excellence, managing technical escalations, and leading a team dedicated to supporting our customers worldwide.

The ideal candidate is a strong technical leader who can effectively bridge customer needs with engineering solutions, improve service processes, and help maintain the high performance and reliability standards expected of Viken's product portfolio.

Responsibilities

• Lead and manage Technical Support and Service personnel to ensure timely resolution of customer issues.
• Serve as the primary escalation point for complex technical and product performance issues.
• Partner closely with Engineering, Manufacturing, Quality, and Product Management teams to troubleshoot and resolve field issues.
• Drive root cause investigations and corrective action efforts for recurring product and service concerns.
• Monitor service KPIs including response times, resolution rates, customer satisfaction, system uptime, and warranty performance.
• Develop and maintain service procedures, troubleshooting guides, and technical documentation.
• Coordinate field service activities, installations, repairs, preventative maintenance, and customer training.
• Identify and train worldwide service centers, ensuring that they comply with Viken specifications and processes.
• Create and verify price lists for both internal and external customers.
• Support customers through phone, email, remote diagnostics, and onsite visits when necessary.
• Continuously improve service processes to increase efficiency and enhance the customer experience.
• Manage service-related budgets, resources, spare parts inventory, and third-party service providers.
• Ensure compliance with company quality standards, safety requirements, and applicable regulatory requirements.
• Collaborate with Sales and Business Development teams to support customer retention and growth initiatives.
• Develop, mentor, and evaluate service team members while fostering a culture of accountability and customer focus.

Requirements

Qualifications

• Bachelor's degree in Engineering, Physics, Electronics, Technical Management, or related field.
• 5+ years of experience leading technical service, customer support, field service, or product support teams.
• Experience supporting complex technical products, instrumentation, imaging systems, electronics, or industrial equipment.
• Strong troubleshooting and problem-solving capabilities.
• Excellent verbal and written communication skills.
• Ability to effectively manage customer escalations and maintain strong customer relationships.
• Experience analyzing service metrics and implementing process improvements.
• Ability to travel as needed to customer sites, trade shows, and company facilities.

Preferred

• Experience supporting X-ray systems, radiation detection equipment, analytical instrumentation, security screening technology, or related technical products.
• Working knowledge of electronics, software, networking, and hardware diagnostics.
• Experience in a regulated manufacturing environment.
• Familiarity with CRM systems, service management software, and ERP platforms.

Additional Information

Location: This role is based in Burlington, MA. We are seeking local candidates, as relocation assistance is not available.

Work Authorization: Applicants must be authorized to work in the U.S. on a full-time basis. We are unable to provide visa sponsorship for this position.