Associate Manager - Hardware Service

The successful candidate will be responsible for overseeing daily operations, driving organizational structure, and leading a high-performing team that supports both hardware and integrated software solutions. This role combines operational management, technical expertise, and cross-functional leadership to ensure efficient service delivery and continuous improvement.

Leadership and Administrative Management:
•  Oversee daily operations of the Hardware Service Team
•  Serve as a role model by demonstrating strong accountability, professionalism, and customer focus
•  Provide coaching and guidance focused on documentation quality, follow-through, and communication standards
•  Define and evolve team structure to align with business and customer needs
•  Support hiring, onboarding, and training with emphasis on systems, processes, and service protocols
•  Foster a collaborative, detail-oriented environment focused on accuracy and consistency
•  Build and maintain strong working relationships with cross-functional teams
Customer Support Operations and Communications:
•  Manage intake, tracking, and prioritization of customer inquiries and service requests to ensure clarity, timeliness and consistency
Manage customer support escalations, ensuring:

• Proper documentation 
• Clear ownership
• Timely resolution and follow-up

•  Serve as escalation point for complex or high-impact customer issues
•  Conduct follow-ups and maintain strong customer relationships
•  Develop and maintain strong communication channels with other organization departments and leaders to ensure operational continuity. 
•  Oversee service-related inventory and parts tracking
•  Ensure accurate inventory records, audits, and usage reporting
•  Coordinate hardware availability for repairs, replacement, and field deployments
•  Identify inventory risks, shortages, or inefficiencies and escalate proactively
•  Develop & maintain deep, working knowledge of the company’s full product ecosystem, including both hardware and software solutions 
•  Support advanced troubleshooting and guide the team through complex technical issues 
•  Ensure the team is trained beyond hardware to understand system-level interactions, operation, and troubleshooting
Liaison between Product Development/Engineering and Senior Leadership to:

• Provide customer feedback
• Identify product gaps
• Recommend improvements

•  Identify and lead initiatives to improve service workflows, efficiency, and scalability
•  Implement best practices in service delivery, inventory control, and issue resolution
•  Implement policies and processes that enhance customer experience and service consistency
•  Drive standardization across processes and teams
•  Stay current with industry trends, technologies, and service methodologies
•  Report issues, plans, and key performance indicators to management

The following requirements are required for this position:
•  Associate or bachelor’s degree in engineering, biomedical engineering, or a related field
•  Advanced degrees or certifications (e.g., Certified Biomedical Equipment Technician) preferred
•  In-depth knowledge of electrical and mechanical processes
•  Proficient in troubleshooting and repair techniques for electronic and mechanical devices with the ability to interpret technical manuals and schematics
•  Strong ability to learn and use diagnostic tools and software for equipment servicing
•  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

Experience:

• 3+ years of experience in customer support/hardware services
• 2+ years in a leadership or supervisory role

Work Requirements:
•  Field and Office Environment: Based onsite out of our Lenexa, KS office with a focus on working this role will require both fieldwork at healthcare facilities and office-based tasks; travel is expected to provide on-site support when needed.

Physical Requirements:

• Ability to lift and move equipment as necessary, and to perform technical installations and repairs in various healthcare settings.
• Ability to tolerate computer-based work for the majority of the workday.

Vitalograph products and services are chosen by medical professionals in over 113 countries for healthcare, occupational health, and clinical trials. We manufacture and supply high quality spirometers and respiratory medical devices which aid the detection, diagnosis and control of respiratory conditions. We have also delivered successful clinical trials for many of the world’s leading pharmaceutical companies, biotech and contract research organizations.

Vitalograph was formed in the UK in the 1960s following the invention of an innovative portable spirometer. Our pioneering spirit continues to this day. We know that quality products and high standards are the foundation of success and we remain highly specialized in the field of spirometry and respiratory diagnostics. From our UK headquarters, Vitalograph serves global markets with operations in Ireland, Germany, Japan, and USA.