SmartCare Operations Manager

Veritas Medical Solutions LLC • Harleysville, PA • 9h ago

Position Overview: Veritas Medical Solutions, a global provider of radiation shielding systems, is seeking an experienced, highly driven, and accountable SmartCare Operations Manager to lead and transform our SmartCare Services team. This individual will ensure that all service work is executed with excellence, efficiency, and urgency---driving customer satisfaction and profitability across our after-sale support and warranty offerings.

The SmartCare Services team is directly responsible for the full lifecycle of our SmartDoor systems, including assembly, factory testing, field installation, and ongoing service. The Manager will ensure this process is tightly controlled, repeatable, and continuously improving in quality and efficiency.

This role also serves as a key operational liaison, working cross-functionally with project management, manufacturing, and executive leadership to ensure that projects run on time, on budget, and deliver exceptional results. The ideal candidate is a hands-on leader with a background in technical systems or equipment assembly and a passion for developing high-performance teams.

Key Responsibilities: Team Leadership & Accountability

Manage the SmartCare Services team, including all activities related to SmartDoor assembly, testing, field installation, and in-life servicing.

Supervise, coach, and inspire the team to deliver high-quality work on time and on budget.

Ensure work orders, service tickets, and project schedules are actively managed, completed, and documented properly.

Establish clear performance metrics and hold the team accountable for responsiveness, workmanship, customer satisfaction, and cost containment.

Operational Integration & Project Coordination

Act as a critical liaison with Project Management and Manufacturing to align SmartDoor-related activities with project schedules.

Participate in operations meetings to proactively manage timelines, workforce allocation, and service-related risks.

Maintain accurate reporting of service hours, field activity, and warranty status for each SmartDoor installed.

Continuous Improvement & Systems Management

Apply tools and methodologies such as Lean, Six Sigma, or Kaizen to optimize service processes and eliminate waste or repeat issues.

Develop standard operating procedures (SOPs) for SmartDoor production, QA testing, installation, and service visits.

Champion quality and consistency across all SmartCare workstreams; implement tools for real-time tracking and accountability.

Customer Focus & Quality Assurance

Serve as the escalation point for service-related issues and resolve customer concerns with professionalism and urgency.

Collaborate with Engineering, Quality, and Sales teams to address SmartDoor performance feedback and drive product improvements.

Ensure high-touch, high-quality support throughout the SmartDoor lifecycle.

Organizational Culture & Leadership

Uphold and embody Veritas' core values of Vision, Excellence, Respect, Integrity, Teamwork, Achievement, and Service.

Build a positive, accountable, and service-oriented team culture.

Participate in team development, hiring, and evaluations to ensure the SmartCare team is among the best in the industry.

Qualifications & Requirements

5+ years of experience in service management, field installation, operations, or technical project management---preferably involving electro-mechanical systems or industrial equipment.

Proven ability to manage teams that assemble, test, install, and service technical products.

Familiarity with or certification in Lean, Six Sigma, or other continuous improvement tools strongly preferred.

Strong problem-solving skills and the ability to drive process improvements and standardization.

Proficiency with ERP, CRM (HubSpot experience a plus), and job-costing or service-tracking software.- Excellent communication and leadership skills; capable of motivating teams and resolving internal or external challenges.

Bachelor's degree in Engineering, Operations Management, or related field preferred (or equivalent experience).

Must possess a hands-on, proactive, and highly accountable leadership style, with a strong sense of urgency.

What We Offer

A purpose-driven and values-based culture committed to innovation and impact in cancer care and radiation shielding.

A unique opportunity to lead a highly visible service line that supports both customer success and operational excellence.

Competitive salary based upon experience and skills.

Comprehensive benefits package including Medical, Dental, STD, LTD and Life insurance, 401(k) with company match, generous Paid-Time Off, Paid Holidays and ongoing professional development.

To Apply: Submit your resume and a cover letter explaining how your leadership experience and service management philosophy align with Veritas' mission and the SmartCare vision.

Go to Apply

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