Senior Solutions Manager Field Service, ITS, Americas

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.

This role is responsible for overseeing the daily operations of regional service teams, ensuring the efficient and effective support of Carestream Dental products. The Service Operations Manager ensures prompt, accurate resolution of customer issues while fostering a culture of continuous improvement, operational excellence, and accountability

KEY/SPECIFIC JOB RESPONSIBILITIES

Leadership & Team Management

• 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

Service Operations & Customer Support

• 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
• Ensure technician, supplier, and queue management processes drive timely and effective resolution
• Maintain accurate and detailed documentation of cases, issues, and resolutions

Supplier & Vendor Management

• Oversee 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

Financial & Business Management

• 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

Customer Experience & Quality Assurance

• 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

Technical & Product Support

• 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

Compliance & Operational Excellence

• 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.

Continuous Improvement & Strategy

• 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
• Collaborate with global teams to share best practices and drive standardization

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) Preferred
• 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

TRAVEL - Minimal Domestic Travel (15%)

Compensation Range: $85,000, based on experience