Technical Support Manager

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.

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

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   • 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 product demonstrations or directs team to support

• Bachelor of Science in any STEM field OR minimum five (5) years of applicable job experience with a deep understanding of Carestream NDT products and systems.

• Considered a technical product expert in troubleshooting and providing solutions on at least three (3) different Carestream manufacturing equipment types or has a unique skillset or expertise (i.e. Log Analysis for software or hardware, network troubleshooting, etc.).

• Proficient in Microsoft Windows OS (XP, 7, 10, 11).
• Strong verbal and written communication; excels in customer relationship management.
• Self-motivated, adaptable, and effective in fast-paced, multitasking environments.
• Collaborative team player with cross-functional leadership and mentoring abilities.
• Must be able to travel 30-50% annually.
• Resilient, positive mindset with a strong sense of accountability and ownership.
• Recognized as a customer advocate and problem-solver.
• Skilled in assembling and leading technical teams to resolve complex issues.
• Willing to travel for escalated issue resolution and customer support.

• Bachelor of Science in an engineering discipline
• Seven (7) years of demonstrated Carestream NDT product experience
• Previous technical leadership experience, including a military environment, highly desired for our government clientele.

Traditional Office Environment: This position is primarily an office setting with standard temperature and humidity controls, moderate to light noise, fluorescent lighting, primarily sitting with standing desks available, extensive computer and keyboard use, etc.

Field Service, Installation & Demo Positions: This position requires frequently lifting, carrying, pushing, or pulling up to 20 pounds. Occasionally lifting or carrying items over 70 pounds.

• The average driving time is 1-4 hours daily and may exceed 50% at times. Occasional overnight stays may be required.
• Must be flexible in working hours as this position will require customer support during non-regular business hours, occasional overtime, and/or weekend work as necessary.
• Job operates in the hospital/medical environment and remotely from a home office location.
• Required to adhere to certification/credentialing required by the customer in connection with admission into its facilities to perform job duties. Customer requirements may include, but are not limited to, drug testing and immunizations as dictated by the customer or facility policy.