Service Manager – Electronics Manufacturing

VideoRay, an AV company, was founded in 1999 and located in Pottstown, Pennsylvania, is the world’s largest volume producer of underwater remotely operated vehicles (ROVs) and a global leader in microROV technology. VideoRay Mission Specialist Underwater Robotic Systems have redefined the “inspection class” category. Much more than underwater cameras, they are ready to perform critical jobs in the harshest environments.

VideoRay is looking for a motivated and reliable experienced Service Manager – Electronics Manufacturing to join its team and make a meaningful impact on the lives of individuals and communities!

Position Description: The Service Manager – Electronics Manufacturing is primarily responsible for proactively ensuring that our service operations deliver exceptional support for complex electronic products and systems. He/she brings deep industry knowledge, technical acumen, and a proven ability to lead field service and technical support teams in a fast-paced, high-tech environment. This role requires a team-first mentality who thrives in a cross-functional environment and operates effectively with limited guidance and high autonomy.

Essential Duties and Responsibilities:

• Oversee support and service operations for electronic products, including maintenance, calibration, upgrades, and repairs
• Coordinate with R&D, Production, and Quality Control teams to resolve field issues and feed customer insights into product improvements
• Lead a team of on-site Repairs technicians, Field Service Engineers and Technical Support Specialists and manage service documentation, warranties, and support agreements
• Ensure all service activities comply with industry standards, safety regulations, and ISO quality certifications relevant to electronics manufacturing
• Develop and execute service strategies that ensure reliability, minimize downtime, and exceed customer expectations
• Drive continuous improvement initiatives using Lean, Six Sigma, or other methodologies to increase service efficiency and product uptime
• Monitor service metrics (e.g., MTTR, MTBF, TAT, etc.) and implement data-driven improvements
• Setup and drive the expansion/management of the Global Authorized Service Center program
• Foster strong relationships with key clients, supporting long-term partnerships and retention
• Perform other duties as assigned

Knowledge, Skills and Abilities Requirements:

• 10+ years of experience in engineering, service and/ or technical support roles within the electronics manufacturing industry
• Demonstrated leadership in managing service teams for complex electronic or embedded systems.
• Strong understanding of PCB assemblies, testing protocols, signal integrity, and electro-mechanical systems
• Familiarity with ESD safety practices, IPC standards, and industry compliance requirements (e.g., RoHS, REACH)
• Proficiency in service management tools and ERP systems (e.g., Deltek, SAP, Oracle, ServiceNow)
• Proficiency in MS Office
• Excellent analytical, communication, and customer-facing skills
• Advanced MS office knowledge
• Team player
• Keen attention to detail

Education:

• Bachelor’s or degree in electrical engineering, Electronics Technology, Industrial Engineering, or related field. (Master’s degree preferred)

Desired Requirements:

• Experience with underwater remote operated vehicles
• Experience in high-reliability electronics sectors (e.g., aerospace, medical devices, telecommunications)
• Working knowledge of IoT platforms and remote diagnostics tools
• Lean Six Sigma certification (Green or Black Belt)
• Ability to travel up to 10% as needed for customer site support and service team oversight

Physical Demands:

While performing the responsibilities of the job, the employee is required to talk and hear. The employee is often required to sit and use their hands and fingers, to handle or feel. The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, or crouch. Vision abilities required by this job include close vision. The employee may occasionally need to lift no more than 50 pounds.

Work Environment:

While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts and vehicles. The noise level in the work environment is usually quiet to moderate.

In addition to the challenging and rewarding career opportunity, we offer competitive compensation and great benefits, including but not limited to:

• 401(k) with a generous company match
• Paid Time Off
• Generous Company Paid Holidays
• Medical, Dental, Vision Plans
• Health Savings Account
• STD/LTD/Life Insurance
• Employee Assistance Program
• Tuition Reimbursement
• Employee Referral Bonuses

How to apply: Submit resume to jobs@videoray.com

All applicants will receive an acknowledgement that their application has been received and is being reviewed. HR will contact candidates selected for further consideration.