COMPANY PROFILE

ORTEC is an industry leader in the design and manufacture of precision radiation detectors, nuclear instrumentation, analysis software, and systems for industry, academia, and government agencies. The ORTEC product line includes High Purity Germanium radiation detectors and analysis equipment for Homeland Security, Nuclear Counting Labs, Health Physics, Radiopharmaceuticals, Naturally Occurring Radioactive Material (NORM/TENORM), Scientific Research, Safeguards, Waste Assay and Non-Destructive Assay applications.

ORTEC was originally founded in 1960 by a group of scientists from Oak Ridge National Laboratory to provide a commercial source for research grade silicon surface barrier charged particle detectors. ORTEC has grown to provide state-of-the-art solutions in virtually all areas of nuclear measurements. As a global manufacturer, ORTEC brand products are used in a wide variety of nuclear measurements from research to applied systems including homeland security applications. ORTEC specializes in the design and fabrication of turn-key spectroscopy systems. ORTEC solves your radiation detection challenges everyday around the world.

SUMMARY:

Lead ORTEC global service business to include full profit and loss statement responsibility in support of international customer base with multiple products and applications to include materials characterization, measurement technology, and alpha/gamma spectroscopy. Principal goals are increasing customer satisfaction through seamless modernized service offerings, facilitating technical support pre- and post-sale, expanding customer training programs, optimizing repair turnaround times and financial performance of ORTEC Global Services.

This is a role well suited to an ambitious professional, looking for the next step in their career. As the ORTEC Global Services Manager, you will be responsible for:

• Managing global field service teams and service centers in Europe, Asia, and the United States to provide superior, responsive, effective, and on-time Customer Service

• Enhancing IoT service offerings, international service centers and field service operations, communication platforms, and training modules

• Partnering with ORTEC Global Sales and Marketing and Product Managment teams to obtain and strategically apply Voice of Customer (VOC) to enhance, package and market key services offerings

• Retaining Customers and Developing Customer Loyalty

• Finance (P&L) management

• Materials management in support of service

• Support 3rd party distributors and sales agents for optimal end user service satisfcation

• Uphold ISO 9001 Quality Assurance

• Continuous Improvement

• Staff Development

• Travel to Oak Ridge, ORTEC Service Centers, and Customer Sites both foreign and domestic

Essential Duties and Responsibilities:

• Work with commercial leadership, including product management, to develop and implement service business strategy through a combination of customer-centric service offerings, volume, pricing, IoT and expanded service products

• Financially model and analyze new business opportunities

• Lead an international staff of ~30 engineers, technicians and administrators to accomplish business goals in team environment

• Identify, recruit and develop new talent to profitably grow field and remote service capabilities

• Demonstrate operational excellence in improving safety, quality, cost and delivery of services and product repairs

• Define and manage training programs to support our product portfolio

• Work with sales and technical service group teams to ensure maximum customer satisfaction pre and post-sale

• Meet financial performance goals for growth and profitability

• Develop budget and manage departmental costs

• Develop and execute annual business plan with appropriate metrics

• Manage service spare parts and extended product warranties

SUPERVISORY RESPONSIBILITIES:

Yes

Position Requirements: EDUCATION and/or EXPERIENCE:

• B.A./B.S. and/or equivalent experience in related position/industry. MBA matched with a nuclear physics, chemistry or engineering education a plus

• At least 5-10 years working in radiation detection/analysis industry

• Proven successful P&L management experience

• Demonstrated customer focus and ability to instill in others

• Experience developing/implementing a customer service portal and/or transitioning from a non-IoT to an IoT Service Model a plus

• Leadership/Management experience

• Entrepreneurial spirit

• Organizational and prioritization skills

• Excellent oral and written communication skills including Microsoft Office tools

• Candidate may be fully remote

• Must be a US Citizen

TRAVEL:

Up to 40% travel may be required for this position.

KEY ATTRIBUTES OF A SUCCESSFUL CANDIDATE:

• Familiar with using ORTEC or similar HPGe, Silicon, NaI, or LaBr detectors and pulse processing electronics

• Experienced (ideally 10+ years) in servicing radiation detection systems in a highly regulated and safety-critical environment

• A customer-centric service evangelist laser-focused on streamlining radiation monitoring as a service

• A teacher at heart who enjoys leading a team to generate engaging training modules

• Committed to Customer Success

• A people person with an Entrepreneurial Spirit and a Growth Mindset

• Tactical and Strategic Goal Setting and Execution

• Superior oral and written communication skills to include Microsoft Office and Salesforce.com

• Familiar with profit and loss management

• A proven Operational Excellence leader with a continuous Improvement philosophy

• Experienced in growing top line revenue in parallel with a sales and marketing team

• Organizational and prioritization skills

• An operational and practical understanding of radiation detection instrumentation fundamentals, nuclear pulse processing electronics, and assoicated energy spectroscopy and event counting

• Solid understanding of the principles and practices concerning the design of high throughput data analysis and discrimination

• Experience with software development and programming languages with an emphasis on test framework development and general debugging

• Graduate degree or equivalent combination of education and experience related to measurements industry

• Strong interpersonal, written, and verbal communication skills to convey ideas and concepts to a wide range of international audiences (USA, UK, Germany, Italy, China & India) including government research labs and nuclear community, product management, and other design and software engineers

• Positive attitude with demonstrated experience working on large cross-functional teams