Manager of Technical Services

PartsSource • Charlotte, NC

7h • Hybrid

About The Position

Reporting to the Vice President of Technical Operations, the Manager of Technical Services is responsible for managing the day-to-day execution of technical support operations for medical imaging solutions. This role provides hands-on technical support of PartsSource, Remi, and RSTI imaging customers, ensuring timely issue resolution, effective communication with customers, cost optimization, and consistent operational performance.
The Manager works closely with technicians, customers, and internal stakeholders to support the deployment, maintenance, and troubleshooting of imaging systems. A key aspect of the role includes supporting and operationalizing remote diagnostics and data platforms, including Glassbeam and DI Insights, to improve responsiveness, uptime, and customer experience. The focus of this role is operational execution, team coordination, and escalation management, rather than setting overall strategy.

Requirements

• Strong technical knowledge of medical imaging systems and field service operations.
• Working familiarity with remote diagnostics, system monitoring, and data-driven support tools (experience with Glassbeam or similar platforms preferred).
• Ability to lead and support a technical team in a fast-paced support environment.
• Effective communicator with the ability to explain technical concepts and diagnostic findings to both technical and non-technical audiences.
• Strong organizational and prioritization skills with the ability to manage multiple support activities simultaneously.
• Ability to work independently while aligning with direction from senior leadership.
• Comfortable serving as a liaison between customers, technicians, and internal technical teams.
• Willingness to stay current with evolving imaging technologies and diagnostic platforms.
• Bachelor’s degree in Biomedical Engineering, Electrical Engineering, Medical Imaging Technology, or equivalent practical experience.
• 5+ years of experience in technical support or imaging operations.
• 1–2 years of experience in a supervisory or lead role preferred.
• Expert-level knowledge of imaging modalities including CT, MRI, Cardiovascular, X-ray, and Ultrasound.
• Proficiency in Microsoft Office applications (Excel, PowerPoint, Word).
• Experience with diagnostic platforms, analytics tools, or system monitoring software preferred.
• Ability to travel up to 25% for escalated service events, training at RSTI facilities, or company meetings.

Nice To Haves

• Python or software development experience a plus but not required.

Responsibilities

• Manage day-to-day technical support activities for medical imaging systems (MRI, CT, Cardiovascular, Mammography, X-ray, Ultrasound), including prioritization and escalation handling.
• Serve as a point of escalation for complex technical issues, providing remote support and, occasionally, hands-on troubleshooting support when required.
• Coordinate support schedules, resources, and on-site or remote service activities to meet customer needs.
• Support the deployment, adoption, and effective use of Glassbeam and DI Insights platforms within technical support workflows.
• Work with development teams and external partners to enhance the use of diagnostics, error logs, and system-level data to improve issue resolution.
• Communicate clearly and effectively with customers regarding support status, findings from diagnostic tools, and recommended next steps.
• Assist with the development and delivery of technical training for customers and internal staff, including training related to Glassbeam and DI usage.
• Collaborate with customers to gather feedback on technical support performance and diagnostic tool effectiveness.
• Track, monitor, and report technical support performance metrics.
• Support invoice and quote review to ensure accuracy and alignment with operational and cost objectives.
• Contribute to continuous improvement initiatives by identifying trends and recurring issues surfaced through diagnostic platforms and support workflows.

Benefits

• Competitive compensation package with salary, incentives, company ownership/equity, and comprehensive benefits (401k match, health, college debt reduction, and more!)
• Career and professional development through training, coaching and new experiences.
• Hybrid culture with new & beautiful workspaces that balance flexibility, collaboration, and productivity.
• Inclusive and diverse community of passionate professionals learning and growing together.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager