Director of Technical Support Services

Director of Technical Support Services

United Imaging is a leading global medical device developer and supplier with a diversified portfolio of advanced medical products, digital healthcare solutions, and intelligent solutions that cover the entire process of imaging diagnosis and treatment. From our North American HQ in Houston, we are passionate about expanding our customer sales and support structure, embracing the highest quality and craftsmanship in each of our medical imaging products, and dedicated to building an outstanding organization.

Join our innovative team with the mission of developing and supplying advanced technologies and improving patient care worldwide. As part of our global team, you will have the opportunity to collaborate with talented and dedicated colleagues while developing and expanding your career.

The Director of Technical Support Services will provide strategic leadership and day-to-day management for the Regional Support Engineer (RSE) team. This role is responsible for ensuring the delivery of world-class, multi-modality technical support that delights customers and positively differentiates the United Imaging Healthcare experience. The Director will be accountable for team performance, escalations, knowledge management, and continuous improvement of support processes. This position will report directly to the Vice President of Customer Success.

Responsibilities include :

Providing strategic direction, leadership, and mentorship to the team of Technical Support Engineers.

Developing and managing key performance indicators (KPIs) for the technical support function, including first-time-fix rates, mean time to resolution (MTTR), customer satisfaction (CSAT), and escalation response times.

Acting as the ultimate point of escalation for critical customer technical issues, ensuring rapid and effective resolution.

Collaborating with R&D, Engineering, and Product Management in Houston and globally to communicate field issues, drive root cause analysis, and implement corrective actions.

Overseeing the technical knowledge transfer process to field-based Customer Service Engineers to improve their diagnostic and repair capabilities.

Managing the resource planning and dispatch of Regional Support Engineers for on-site support and installation activities.

Developing and managing the department budget, including tools, test equipment, and travel.

Championing the development and maintenance of a comprehensive knowledge base for internal teams and customers.

Ensuring the technical support team provides effective support for technical training courses at our Training Center in Houston, Texas.

Fostering a culture of total customer focus, continuous improvement, and collaborative teamwork within the technical support organization.

RSC Process Management

a. Ensure RSC CSE support processes meet business goals and customer needs.

b. Ensure customer satisfaction through proactive management of escalation processes, including on-site support as needed.

c. Manage SRS deployment and utilization processes.

d. Ensure RSC / USC EPS services support processes meet customer contractual obligations.

e. Ensure business compliance through accurate documentation of RSC service activities.

f. Ensure Clinical Education USC based support team is integrated with RSC staff into seamless customer support process.

g. Apply Service Operations guidelines and processes to manage the service business.

h. Utilize the appropriate level of proficiency in root cause analysis and Lean methodologies.

i. Strong familiarity with Call Center Operations, metrics and statistics

Service Business Management

a. Ensure close cooperation and communication between, Field, RSC, HSC, Division and GG staff needed to maximize customer responsiveness to escalations and product support.

b. Support quarterly modality business reviews with service and product performance data and presentations.

c. Provide business visibility to financial impact of product performance.

d. Support new product introduction processes through integrated launch planning between CSG, HSC support, CSML.

e. Monitor operation and service activities to reduce overtime and control vendor services in coordination with local service.

f. Utilize standard financial reporting methods to control costs

g. Act in an advisory capacity for matters concerning assigned modality with Field, HSC, Division and GG staff

h. Accepts overall responsibility for the "health" and success of the assigned modality Service business

Requirements

BSEE, BSME, or equivalent degree; advanced degree.

10+ years of experience in technical support and service within the high-tech medical imaging industry.

Minimum of 5 years of proven experience in a leadership or management role, directly managing a team of technical support specialists or field engineers.

Deep technical knowledge of medical imaging systems (MI, CT); multi-modality experience is highly preferred.

Demonstrated experience in developing and implementing support strategies, processes, and metrics.

Exceptional customer relationship management skills with a proven track record of driving customer satisfaction.

Strong financial acumen with experience in budget management and P&L responsibility is desirable.

Excellent communication, interpersonal, and conflict resolution skills.

Ability to travel domestically and internationally as required (~30%).

Diversity, Equity, and Inclusion

United Imaging is an Equal Opportunity Employer. Diversity, equity, and inclusion matter. United Imaging provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment of any type with regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.