Regional Service Manager - Biomedical

About the role

The Regional Service Manager oversees and manages the daily operations of a team of Biomedical Technicians within a designated region - West Coast US. This role ensures the delivery of high-quality service to customers, adheres to company policies, and is accountable for operational and performance targets. The Regional Service Manager acts as a key liaison between the field team, customers, and corporate leadership. This position is remote in nature but requires frequent travel onsite to medical/hospital/customer facilities located on the West Coast. Ideal candidates will live and work in the Pacific Time zone.

Responsibilities

• Provide leadership, guidance, and performance management for field service engineers or Biomed Technicians within the assigned region, ensuring high-quality service delivery.
• Oversee regional service operations, including scheduling, workload balancing, and resource allocation to support customer needs efficiently.
• Serve as the primary escalation point for complex technical or customer issues, coordinating solutions and ensuring timely resolution.
• Monitor service metrics, customer satisfaction, and operational performance to drive continuous improvement and achieve regional goals.
• Collaborate with cross-functional teams—including parts, logistics, training, and sales—to support equipment uptime and customer success.
• Ensure regional compliance with safety standards, regulatory requirements, company policies, and OEM specifications.
• Manage hiring, onboarding, and professional development of field engineers to build a strong, capable, and engaged regional service team.
• Manage training for personnel resources to ensure only trained personnel are servicing equipment.
• Lead and develop team members by setting clear direction, priorities, and expectations; providing regular feedback; and modeling organizational values to foster a healthy, trust-based culture of accountability and growth.
• Drive and vehicle operation are essential functions of this role.
• Other duties as assigned.

Requirements

• Role Competencies: Guides, motivates, and develops field engineers while fostering a culture of accountability, collaboration, and high performance. Builds strong partnerships with customers through clear communication, problem ownership, and a commitment to exceptional service delivery. Manages regional schedules, priorities, and resource allocation with strong organizational skills and attention to detail. Analyzes service data, identifies trends, and makes informed decisions to improve regional performance and customer satisfaction. Maintains a solid understanding of imaging equipment, troubleshooting workflows, and escalation processes to support engineers effectively. Communicates clearly across teams, coordinates with cross-functional departments, and ensures alignment on service goals and expectations. Navigates changing demands, resolves complex issues quickly, and adjusts plans to meet customer and operational needs.
• Experience and Education Requirements: 3-5 years experience in service management or equivalent experience. Ideal candidate will have leadership experience from within Biomedical / Clinical Engineering Technology Education (or equivalent experience). Bachelor’s degree in business or equivalent preferred.
• Preferred Certifications: N/A
• Travel Requirements: This role requires 30%+ travel to conduct QBR visit sites within the territory which may include occasional use of rental vehicles and a flexible schedule.
• Physical And Environmental Requirements: Team Members must be able to perform the essential functions of the position with or without reasonable accommodation. For questions, contact Human Resources.