Director of CT

Job Title: Director of CT

Reports To: National Director of Service

General Job Description:

The Director of CT is responsible for leading the technical, operational, and business strategy for Computed Tomography (CT) service operations. This role ensures service excellence, technical expertise, and operational efficiency by overseeing modality-specific escalations, training, service contract execution, and customer engagement. Reporting directly to the National Director of Service, the Director of CT plays a key role in resource management, profitability, and service quality, ensuring Field Service Engineers (FSEs) are equipped with the tools, training, and support needed to maintain SLA compliance, reduce escalations, and enhance service profitability.

Key Responsibilities:

• Modality Leadership and Strategy:
• Act as the business owner for CT service operations, ensuring margin targets and profitability goals are met.
• Assist in identifying, recruiting, and hiring high-value engineers to strengthen the CT service team.
• Collaborate with the sales team to structure and close high-profile CT service contracts for both new and existing customers.
• Provide modality-specific guidance to sales, service, and administrative staff, ensuring service alignment with business objectives.
• Manage CT-specific escalations and service projects, ensuring timely resolution and customer satisfaction.
• Assess annual pricing strategies for contract and non-contract services, ensuring alignment with market trends and organizational financial goals.
• Utilize Acumatica and Microsoft Dynamics Field Service to monitor performance, track SLA compliance, and identify operational and financial improvement opportunities.
• Instruction & Training:
• Equip the CT FSE team with the tools, service documentation, and training required to meet or exceed Avante's service expectations.
• Develop and deliver technical training programs and repair techniques to enhance FSE efficiency and service quality.
• Serve as a Subject Matter Expert (SME) for CT imaging technology, supporting technical discussions, troubleshooting escalations, and mentoring across departments.
• Stay up to date with advancements in CT technology, integrating new developments into training programs and service protocols.
• Technical Support & Collaboration:
• Provide high-level technical support during CT-related escalations, ensuring rapid response and effective issue resolution.
• Collaborate with engineering, sales, and operations teams to drive service delivery improvements and customer satisfaction.
• Monitor parts usage and inventory spend, identifying cost-saving opportunities and optimizing inventory management.
• Promote cross-department collaboration, ensuring a seamless customer experience and alignment of service operations with business goals.
  

Qualifications:

• Education & Experience:
• Associate’s or Bachelor’s degree in an Engineering-related discipline, or equivalent military/field service experience.
• 7+ years of experience servicing Computed Tomography (CT) systems, with progressive leadership experience in training, technical support, or field operations.
• Skills & Competencies:
• Expert-level technical knowledge of multi-vendor CT imaging systems.
• Proven leadership in team development, operational management, and customer engagement.
• Experience with SLA management, escalation handling, and contract execution.
• Strong ability to analyze service data, improve workflow efficiency, and optimize resources.
• Ability to collaborate across departments, supporting sales, operations, and engineering teams.
  

Expected Outcomes:

• Higher SLA Compliance: Reduced escalations, improved response times, and enhanced service reliability.
• Optimized Service Costs: Improved parts management, technician efficiency, and workflow automation.
• Stronger Team Performance: Well-trained, highly skilled CT Field Service Engineers delivering top-tier service.
• Improved Customer Satisfaction: Increased trust, retention, and long-term contract renewals through superior service execution.
  
  
  

Summary:

The Director of CT provides strategic leadership for Avante’s Computed Tomography (CT) service division, ensuring operational efficiency, technical excellence, and financial performance. This role focuses on developing high-performing teams, enhancing service quality, and driving customer engagement, positioning Avante as a leader in CT service and support.