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Senior Solutions Manager Field Service, ITS, Americas

Carestream Dental · United States · 3 wk ago
RemoteRemoteInformation Technology$85k/yrFull-time

POSITION SUMMARY

We are seeking a self-motivated and results-driven leader with excellent communication skills to drive team success, product improvement, and high customer satisfaction in a technical service and support environment.

Key/Specific Job Responsibilities

  • Lead, mentor, and develop a high-performing team of service professionals and suppliers

  • Provide effective leadership that promotes collaboration, accountability, and continuous improvement

  • Support employee selection, onboarding, performance management, and career development

  • Maintain high employee engagement and morale

  • Provide mentoring and development opportunities to reporting managers and team members

  • Ensure exceptional customer service performance utilizing CRM systems, reporting tools, and analytics

  • Oversee daily service operations, prioritizing workload and coordinating support activities

  • Ensure timely resolution of support requests from customers, internal teams, and stakeholders

  • Manage escalations, including complex client issues from sales, legal, operations, and manufacturing

  • Manage supplier onboarding, evaluation, contracting, and performance management

  • Ensure compliance with supplier contractual obligations and service expectations

  • Manage supplier purchase orders (POs) and financial processes throughout the fiscal year

  • Ensure timely and accurate payment for services rendered

  • Build and maintain strong relationships with suppliers and external partners

  • Manage departmental budget, including planning, forecasting, and expense control

  • Monitor and reduce costs, including warranty and operational expenses

  • Develop and track business metrics aligned with corporate financial goals

  • Support service strategy aligned with go-to-market (GTM) initiatives and regional objectives

  • Ensure customer complaints and feedback are addressed in accordance with SOPs and regulatory requirements

  • Drive Root Cause Analysis (RCA) to identify systemic issues and implement corrective actions

  • Monitor service quality metrics and implement continuous improvement initiatives

  • Ensure compliance with customer support standards and internal processes

  • Drive regional readiness for new product launches in coordination with Service Engineering teams

  • Maintain strong product and application knowledge across supported technologies

  • Provide input to product development teams on usability, supportability, and enhancements

  • Coordinate software release distribution and support readiness

  • Maintain industry and competitive product knowledge

  • Ensure adherence to company policies, SOPs, and regulatory requirements

  • Implement and audit processes to ensure compliance and effectiveness

  • Oversee RMA processes and service dispatch protocols

  • Ensure proper timekeeping, scheduling, and shift coverage

  • Ensure health and safety standards are upheld in the field

  • Develop and maintain service strategies, structures, and delivery models that exceed customer expectations

  • Analyze service data, including call records, knowledge usage, and warranty metrics

  • Identify trends and opportunities to improve operational efficiency and service quality

  • Promote a culture of continuous improvement and innovation

Key/Critical Competencies

  • Leadership and team development

  • Customer-focused mindset and escalation management

  • Vendor and financial management

  • Operational excellence and process improvement

  • Strong analytical and decision-making skills

  • Effective communication and cross-functional collaboration

  • Proficiency in CRM tools and Microsoft applications (Excel, Word, Visio, Power BI, SQL)

Required Skills/Preferred Skills

  • Bachelor’s degree in a technical or business-related field or equivalent experience

  • Minimum of 4 years of experience in a technical service or support environment

  • Minimum of 3 years of leadership or management experience in a service-related field

  • Proven ability to lead teams, manage vendors, and deliver high-quality customer service

  • Strong analytical, organizational, and problem-solving skills

  • Excellent verbal and written communication skills

Preferred Qualifications

  • Background in electronics or technical systems

  • Experience in healthcare, imaging, or dental technology environments

  • Bi-lingual (English/Spanish)

  • Experience working in a global or matrixed organization

  • Familiarity with regulatory and compliance standards

Education (Required/Preferred)

  • Bachelor’s degree in a technical or business-related field or equivalent experience

Compensation Range

$85,000, based on experience

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