Technical Support Manager

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Carestream is a worldwide provider of medical imaging systems and solutions; x-ray imaging systems for non-destructive testing; manufacturing of film and precision contract coating services for a wide range of industrial, medical, electronic and other applications—all backed by a global service and support network. Carestream’s diagnostic imaging technology systems are at work in 90 percent of hospitals worldwide.  

At Carestream, we offer a global perspective and a world of opportunities for people who have the desire to make a positive impact. Join our global team of 3,000+ professionals!

 

Compensation $119,200 to $158,900 salary per year depending on depth of experience and education.

*This range reflects Carestream’s good faith estimate to pay fairly as starting wage. Offers will be tailored within the range based on the selected candidate’s experience, industry knowledge, technical and communication skills, and other factors that may prove relevant during the interview process, as well as geographic market differentials for the position.

Position Summary:

The Technical Support Manager owns the NDT service function, supporting NDT product commercialization, escalations, and corrective actions, and partners with R&D and manufacturing on a global level.  This role is responsible for managing the NDT Post Sale Specialist(s) and resolving customer service escalations by partnering with peers, engineers, business partners, development and operations. Their main goal is to restore service quickly, minimize customer impact, and drive resolution of systemic product issues. They champion product knowledge across the organization and create service instructions for new product introductions and readiness activities.  The Technical Support Manager also provides strategic technical guidance to leadership on critical issues. 

 

This position has direct reports including, but may not be limited to, NDT Post Sales Specialist(s). Global area and international communication is expected. Travel required is expected to be between 30% and 50% annually.

Position Responsibilities:

Technical Support & Product Reliability Manager

• Selects, develops, and evaluates personnel to ensure the efficient operation of the technical support/service team.
• Directs technical support activities including assessment of how NDT products meet customer needs and installation of customized applications/solutions.
• Drives corrective and preventive actions to enhance product reliability and serviceability.
• Drives proactive, cross-functional initiatives.
• Analyzes service data to identify trends, root causes, and improvement opportunities.
• Drives resolution of product issues by partnering with CAT/CPE, R&D, Manufacturing, and other cross-functional teams.
• Resolves escalated issues for the NDT Post Sales Specialist(s) (i.e. service team) sharing knowledge and enabling self-sufficiency.
• Owns service ticket lifecycle: investigation, documentation, communication, and timely resolution.
• Maintains and develop technical content, service bulletins, and support documentation.
• Leads initiatives to meet AOP goals and improve service cost efficiency.
• Facilitates regular communication with NDT Post Sales Specialist(s) via meetings, newsletters, and tools.
• Ensures Mod compliance and escalates complex issues to R&D when necessary.

 

New Product Introduction & Service Readiness Lead

1. • Acts as voice of the customer to marketing and product managers to help define reliability and serviceability requirements for new product designs.

• Develops service business plans and policies to ensure service processes are ready for product launches.
• Leads service deliverables for trade and clinical trials, ensuring timely issue resolution.
• Manages global service launch activities per PPX process.
• Analyzes data to recommend design improvements for reliability and service efficiency.
• Owns service cost goals and issue resolution through product stabilization phase.
• Creates and updates service and training documentation; leads training for new and updated products.
• Mentors team in knowledge article creation and formal documentation.
• Facilitates knowledge sharing through meetings, workshops, and newsletters.
• Supports trade shows and represents service in cross-functional initiatives.
• May provide pre-sale technical support in sales presentations and p