Field Service Manager - Healthcare Technology

Vision RT is a fast-growing MedTech company transforming radiation therapy for cancer patients by helping make it more accurate, effective, and comfortable. The company is the inventor of, and a market leader in, Surface Guided Radiation Therapy (SGRT). This technology uses advanced 3D cameras to track surface data, providing enhanced guidance across every step of the radiotherapy workflow.

 

Our systems are used in over 3,000 clinics worldwide, including in 29 of the top 30 Best Hospitals for Cancer (source: US News and World Report 2026 rankings).

 

The company is recognized as one of Britain’s fastest-growing private tech companies, as featured in the 2025 Sunday Times 100 Tech list. Vision RT is also a recipient of the 2026 King’s Award for Enterprise, our fifth in 10 years. It is the UK’s most prestigious accolade for business excellence.

 

Company video (Available on application page)

 

With around 400+ employees globally and offices in the UK, Poland, and the USA, Vision RT operates independently as part of the Danish company William Demant Invest A/S, one of the world’s largest investors in healthcare companies. Employees benefit from the security and reach of being part of a large global enterprise, combined with the agility and innovation of a startup.

 

Vision RT is a company with strong values, a clear mission, and a bright future. It is an exciting and rewarding organization in which to work.

 

About the Role

The Regional Service Manager is responsible for leading and overseeing Field Service operations across the Southeast United States. Reporting to the National Service Manager, this role provides direct leadership, coaching, and performance management to a team of Field Service Engineers while serving as the primary escalation point for complex customer and operational issues.

Working closely with Sales, Clinical Applications, Scheduling, and Product teams, you will ensure customers receive a high-quality and consistent service experience across all touchpoints. The Regional Service Manager will also drive continuous improvement initiatives, support organizational change, and ensure all service activities are delivered in accordance with Vision RT policies, procedures, and quality standards.

This role requires a combination of strong people leadership, technical expertise, operational excellence, and a customer-focused mindset.

This is a remote position supporting the Southeast United States and will require regional travel, with occasional travel outside the region as business needs dictate.

Key Responsibilities

• Lead day-to-day Field Service operations across the assigned region, providing leadership, coaching, mentoring, and performance management to the Field Service team.
• Conduct regular one-to-one meetings, field coaching sessions, and development reviews to support the growth and success of Field Service Engineers.
• Identify training needs, competency gaps, and development opportunities across the team.
• Support recruitment activities including interviewing, hiring, onboarding, and developing new Field Service Engineers.
• Ensure all service activities, documentation, and reporting are completed accurately and in accordance with company policies, procedures, and service standards.
• Lead the implementation of new processes, tools, and policies through effective training and change management practices.
• Participate actively in Service leadership discussions, contributing employee, customer, and operational insights to support business objectives.
• Partner with the Regional Scheduling Coordinator to ensure effective planning and execution of installations, upgrades, site surveys, preventive maintenance, and break-fix activities.
• Drive successful first-time installations and reduce avoidable return visits through effective planning and resource utilization.
• Manage engineer workload, prioritization, scheduling, and utilization to maximize service efficiency.
• Communicate proactively with customers and internal stakeholders to manage expectations, resolve issues, and ensure high levels of customer satisfaction.
• Oversee large and complex customer projects involving multiple vendors and stakeholders, attending customer sites when required to support successful delivery.
• Build and maintain strong working relationships with engineers, subcontractors, third-party vendors, and internal teams.
• Manage regional helpdesk and service ticket activity, ensuring proper assignment, escalation, documentation quality, prioritization, and timely resolution.
• Own regional service performance against established KPIs, including service responsiveness, ticket quality and aging, installation execution, preventive maintenance completion, engineer utilization, customer escalations, and documentation compliance.
• Ensure effective regional service coverage, including phone support, service scheduling capacity, and contingency planning.
• Support additional service-related projects and initiatives as required.
• Operate in full compliance with Vision RT's Quality Management System.

Essential Skills & Experience

• Bachelor's degree in Engineering, Information Technology, Cybersecurity, Business, or a related discipline preferred. Equivalent combinations of education, technical field service experience, and leadership experience will also be considered.
• Proven leadership experience within a field-based or remote technical service environment.
• Previous people management experience with responsibility for coaching, performance management, and employee development.
• Strong customer-focused mindset with the ability to effectively manage customer relationships and escalations.
• Technical understanding of complex medical devices, healthcare technology, or other sophisticated technical systems.
• Strong problem-solving and decision-making skills with the ability to identify root causes and implement corrective actions.
• Excellent organizational and time-management skills with the ability to manage multiple priorities simultaneously.
• Experience collaborating effectively with Sales, Clinical, Technical, and other cross-functional teams.
• Proficiency with service management platforms, CRM systems, ticketing tools, and KPI reporting.
• Strong verbal and written communication skills with the ability to engage both technical and non-technical stakeholders.

Desirable Skills & Experience

• Experience managing Field Service teams within the medical device, radiation oncology, healthcare technology, or broader technology sectors.
• Experience leading geographically dispersed teams across multiple territories or states.
• Knowledge of Vision RT products and solutions.
• Experience managing large-scale installation projects involving hospital IT departments, construction teams, and third-party vendors.
• Understanding of FDA-regulated and ISO-certified quality environments.
• Experience maintaining audit-ready documentation and compliance records.
• Demonstrated success driving continuous improvement initiatives, process standardization, and operational efficiency improvements.
• Exposure to cybersecurity, healthcare IT infrastructure, networking, or clinical system environments.
• Experience leading organizational change initiatives, including new system, tool, or process implementations.
• Strong business writing skills, including customer communications, operational reporting, and executive summaries.
• Previous experience hiring, onboarding, and developing technical service professionals.
• Experience collaborating with global or cross-regional teams to drive service excellence and standardization.