Technical Service Manager

Viken Detection Corp.; Burlington (MA); On-site; USD 120,000 - 160,000; Full time

Job summary

Viken Detection seeks an experienced Technical Service Manager to lead service and support for X-ray imaging and radiation detection systems. You will bridge customer needs with engineering solutions, drive process improvements, and guide a world-wide service team to ensure reliability and high performance of the product portfolio.

The role requires strong leadership, hands-on technical expertise, and the ability to manage escalations while maintaining excellent customer relationships.

Qualifications

• Bachelor's degree in Engineering, Physics, Electronics, Technical Management, or related field.
• 5+ years leading technical service, customer support, field service, or product support teams.
• Experience with complex technical products, imaging systems, electronics, or industrial equipment.
• Strong troubleshooting and problem-solving abilities.
• Excellent verbal and written communication skills.
• Ability to travel to customer sites and events as needed.

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 with Engineering, Manufacturing, Quality, and Product Management to troubleshoot field issues.
• Drive root cause investigations and corrective actions for recurring concerns.
• Monitor service KPIs including response times, resolution rates, and customer satisfaction.
• Develop and maintain service procedures, troubleshooting guides, and technical documentation.
• Coordinate field service activities, installations, repairs, and customer training.
• Identify and train worldwide service centers, ensuring compliance with specifications.
• Create and verify price lists for internal and external customers.
• Support customers via phone, email, remote diagnostics, and onsite visits.
• Improve service processes to increase efficiency and customer experience.
• Manage service budgets, spare parts inventory, and third-party providers.
• Ensure compliance with quality standards, safety requirements, and regulatory requirements.
• Collaborate with Sales to support retention and growth initiatives.
• Develop, mentor, and evaluate service team members.

Skills

Leadership

Troubleshooting

Communication

Customer relations

Travel readiness

Education

Bachelor's degree in Engineering, Physics, Electronics, Technical Management, or related field

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.

This role is ideal for a hands-on leader who can balance technical expertise, customer service, and team leadership to ensure exceptional support and service delivery.

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.