Associate Manager - Hardware Service

Job Description

In September 2024, Morgan Scientific Incorporated (MSI) joined the Vitalograph group of companies as a wholly owned subsidiary. Vitalograph – a global leader in respiratory diagnostics – has had a long and enduring relationship with Morgan Scientific. For both companies, the decision is a natural progression as the combined expertise allows the enlarged organisation to focus on delivering the best possible diagnostic solutions that can enable a better understanding of lung health.

The acquisition of Morgan Scientific is a key milestone in Vitalograph’s plan to develop its respiratory diagnostics business globally, furthering its goal of providing comprehensive testing solutions that enable the best possible respiratory healthcare. Vitalograph is in the middle of an ambitious growth strategy and is on track to treble its respiratory diagnostics business in the four years leading to 2026.

Why Join Us?

Benefits

We believe in fostering a supportive environment that values both personal and professional growth. When you join us, you’ll enjoy a comprehensive benefits package designed to help you thrive:

• 401(k): Secure your financial future with our robust retirement savings plan.
• Health Insurance: Comprehensive coverage to keep you and your family healthy.
• Paid Time Off: Enjoy a healthy work-life balance with generous leave.
• Comprehensive training in respiratory diagnostic products and healthcare installation standards.
• Opportunities for professional development and career advancement in a dynamic and innovative company
• Tuition Reimbursement: Continue your education with financial backing from us.

Based in Lenexa, Kansas we now have an exciting opportunity available for an Associate Manager - Hardware Service. The successful candidate will be responsible for overseeing daily operations, driving organizational structure, and leading a high-performing team that supports both hardware and integrated software solutions. This role combines operational management, technical expertise, and cross-functional leadership to ensure efficient service delivery and continuous improvement.

Leadership And Administrative Management

• Oversee daily operations of the Hardware Service Team
• Serve as a role model by demonstrating strong accountability, professionalism, and customer focus
• Provide coaching and guidance focused on documentation quality, follow-through, and communication standards
• Define and evolve team structure to align with business and customer needs
• Support hiring, onboarding, and training with emphasis on systems, processes, and service protocols
• Foster a collaborative, detail-oriented environment focused on accuracy and consistency
• Build and maintain strong working relationships with cross-functional teams

Customer Support Operations And Communications

• Manage intake, tracking, and prioritization of customer inquiries and service requests to ensure clarity, timeliness and consistency

Manage Customer Support Escalations, Ensuring

• Proper documentation
• Clear ownership
• Timely resolution and follow-up
• Serve as escalation point for complex or high-impact customer issues
• Conduct follow-ups and maintain strong customer relationships
• Develop and maintain strong communication channels with other organization departments and leaders to ensure operational continuity.
• Oversee service-related inventory and parts tracking
• Ensure accurate inventory records, audits, and usage reporting
• Coordinate hardware availability for repairs, replacement, and field deployments
• Identify inventory risks, shortages, or inefficiencies and escalate proactively
• Develop & maintain deep, working knowledge of the company’s full product ecosystem, including both hardware and software solutions
• Support advanced troubleshooting and guide the team through complex technical issues
• Ensure the team is trained beyond hardware to understand system-level interactions, operation, and troubleshooting

Liaison Between Product Development/Engineering And Senior Leadership To

• Provide customer feedback
• Identify product gaps
• Recommend improvements
• Identify and lead initiatives to improve service workflows, efficiency, and scalability
• Implement best practices in service delivery, inventory control, and issue resolution
• Implement policies and processes that enhance customer experience and service consistency
• Drive standardization across processes and teams
• Stay current with industry trends, technologies, and service methodologies
• Report issues, plans, and key performance indicators to management

The Following Requirements Are Required For This Position

• Associate or bachelor’s degree in engineering, biomedical engineering, or a related field
• Advanced degrees or certifications (e.g., Certified Biomedical Equipment Technician) preferred
• In-depth knowledge of electrical and mechanical processes
• Proficient in troubleshooting and repair techniques for electronic and mechanical devices with the ability to interpret technical manuals and schematics
• Strong ability to learn and use diagnostic tools and software for equipment servicing
• Strong knowledge of medical hardware and software-integrated systems
• Proven leadership and team development capabilities
• Customer-advocacy focus with ability to navigate internal and external organizations to meet customer needs
• Excellent problem-solving skills in high-pressure environments
• Strong communication skills with the ability to adapt to technical and non-technical audiences
• Ability to manage competing priorities and dynamically adjust team focus
• Problem-solving mindset with the ability to handle high-pressure situations.
• Familiarity with healthcare regulations and quality standards, including ISO 13485, ISO 90001, FDA QSR, and other relevant guidelines preferred.
• Experience building cross-functional relationships
• Strong organizational and process-driven mindset
• Ability to analyze data and drive decision-making
• Broad, system-level understanding of company products and workflows

Experience

• 3+ years of experience in customer support/hardware services
• 2+ years in a leadership or supervisory role

Work Requirements

• Field and Office Environment: Based onsite out of our Lenexa, KS office with a focus on working this role will require both fieldwork at healthcare facilities and office-based tasks; travel is expected to provide on-site support when needed.

Physical Requirements

• Ability to lift and move equipment as necessary, and to perform technical installations and repairs in various healthcare settings.
• Ability to tolerate computer-based work for the majority of the workday.