This Modality Manager position is responsible for developing and delivering technical training programs, providing technical support, escalation support and regulatory knowledge to management, field engineers, and clients. The ideal candidate will have a robust background in servicing multi-vendor imaging equipment, excellent troubleshooting skills, and a passion for advising, teaching, and assisting others.

Responsibilities:

Modality Management

• Business owner of a specific modality who achieve margin targets assigned by leadership in order to meet profitability.
• Works with HTM sales team to assist in structuring and closing high profile service contracts.
• Attends Areas Service Manager meetings with Service leadership.
• Supports tech support and escalation team.
• Monitors parts spend to improve parts usage by engineers.
• Builds training program on assigned modality to improve or inbound service delivery on that modality.
• Supports skill assessment and acquisition for FSE’s.
• Assists in the identifying, recruiting, and hiring of high value engineers.
• Identifies high value or high use parts to assist in the parts harvest and inventory.

Instruction & Training

• Support development and delivery of training programs for field service engineers, technicians, apprentices, and end-users on the installation, maintenance, and repair of medical imaging equipment.
• Serve as the Subject Matter Expert (SME) to assist the instructional design team with development of accurate instructional materials, including manuals, presentations, and hands-on training aids.
• Assess training needs and update curriculum to reflect changes in technology and equipment.
• Evaluate trainees’ performance, provide constructive feedback, and identify areas for improvement.
• Stay current with advancements in medical imaging technology and integrate new knowledge into training sessions.

Technical Support

• Assist in diagnosing equipment malfunctions and implementing effective solutions to minimize downtime.
• Provide on-site and remote technical support and escalation management for assigned modality (e.g., MRI, CT, X-ray, Ultrasound)
• Provide escalation support to the field to include analysis, onsite support, and customer communications.
• Serve as a resource for resolving complex service and repair issues that field engineers encounter.
• Support and drive the initiative of technical training efforts.
• Document technical issues, solutions, and best practices in the knowledge base for future reference.
• Collaborate with the engineering team to communicate recurring technical issues and contribute to service delivery enhancements.
• Up to 35% travel, typical travel would be to locations such as Block Imaging HQ and customer sites.

Cultural Fit:

Values of Growth, Integrity, Together, Honor. Make choices that contribute to the development and reinforcement of the core values.