District Service Manager - Northeast

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District Service Manager - Northeast

Marlborough, MA, United States

Boston, MA, United States

Portsmouth, NH, United States

The District Service Manager is responsible for leading a team of 19 field service professionals across Maine, New Hampshire, Vermont, and Massachusetts. This role ensures the highest standards of service delivery for medical device products, driving customer satisfaction, regulatory compliance, and operational excellence throughout the district.

Key Responsibilities

Team Leadership & Development

• Manage, mentor, and develop a team of 19 field service engineers and technicians.
• Set clear performance objectives, conduct regular reviews, and provide coaching and feedback.
• Foster a positive, collaborative, and accountable team culture.
  
  

Service Operations Management

• Oversee installation, preventive maintenance, troubleshooting, and repair of medical devices across hospitals, clinics, and healthcare facilities in ME, NH, VT, and MA.
• Monitor service metrics (response time, first-time fix rate, customer satisfaction) and implement improvement plans as needed.
• Ensure efficient resource allocation and scheduling to maximize coverage and minimize downtime.
  
  

Customer Relationship Management

• Serve as primary contact for escalated customer issues and service inquiries.
• Build and maintain strong relationships with key healthcare providers and stakeholders in the region.
• Collaborate with sales and clinical teams to ensure seamless customer experience.
  
  

Compliance & Safety

• Ensure all service activities comply with company policies, FDA regulations, and relevant standards (ISO, OSHA).
• Promote and enforce a culture of safety and compliance within the team.
  
  

Training & Development

• Identify skill gaps and coordinate technical, regulatory, and product training for team members.
• Support certification and ongoing professional growth initiatives.
  
  

Reporting & Analytics

• Track and analyze district service performance using CRM/service management tools.
• Prepare and present regular reports to senior management on team performance, customer satisfaction, and operational challenges.
  
  

Budget & Inventory Management

• Manage the district service budget and inventory of spare parts, tools, and equipment.
• Ensure cost-effective operations while maintaining high-quality standards.
  
  

Continuous Improvement

• Drive process improvements and support company-wide initiatives to enhance service delivery and customer experience.
  
  

Qualifications

• Must be people oriented (coach, motivator, mentor, team builder).
• Ability to work under minimal supervision in a fast-paced environment.
• Capable of quickly resolving constantly changing work schedules and priorities and handling multiple concurrent tasks.
• Proven ability to supervise remote, field-based personnel.
• Must be flexible, able to maintain composure, communicate professionally, and demonstrate excellent problem-solving skills when dealing with upset customers and assigned personnel.
• Position requires frequent travel and ability to travel on short notice.
  
  

Education

• Associates degree, or equivalent, in electronics or a related technical discipline. A degree in business administration or management desirable
  
  

Experience

• A minimum of 5 years of experience in a service environment working with customers to resolve problems related to x-ray, digital imaging, or related medical diagnostic equipment.
• 3-5 years of people management experience; managing a field service team highly preferred
  
  

Specialized Knowledge

• Must be proficient with Windows software (Word, Excel)
• Strong customer relations and communications skills, both verbal and written. Ability to manage service business and personnel.
  
  

The total compensation range for this role is $140,000 - $175,000. This is based on a base salary and commission plan combination. Final compensation packages will ultimately depend on factors including relevant experience, skillset, knowledge, territory/ geography, education, business needs, market demand and performance versus quota.

Agency And Third Party Recruiter Notice

Agencies that submit a resume to Hologic must have a current executed Hologic Agency Agreement executed by a member of the Human Resource Department. In addition, Agencies may only submit candidates to positions for which they have been invited to do so by a Hologic Recruiter. All resumes must be sent to the Hologic Recruiter under these terms or they will not be considered.

Hologic's employees are subject to third-party COVID-19 vaccination requirements, including from customers and governmental entities. Hologic is an equal opportunity employer and consistent with federal, state, and local requirements, will consider requests for reasonable accommodation based on disability or sincerely-held religious beliefs where it is able to do so without undue hardship to the company.

Hologic, Inc. is proud to be an Equal Opportunity Employer inclusive of disability and veterans.

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