Manager, Field Technical Service Engineering – Surgical
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Job Description
Regional Service Manager overseeing a team of Field Service Engineers for Alcon's surgical equipment. Focusing on customer satisfaction and meeting regional service operations goals.
Responsibilities:
- Provide comprehensive service and sales support on all Alcon equipment.
- Maintain positive working relationships with customers, field sales, clinical teams and other regional managers ensuring that customers’ needs are met.
- Maintain a high degree of customer satisfaction through timely solutions of multifaceted issues.
- Meet or exceed annual regional goals through established metrics.
- Confirm compliance of all regulatory requirements assigned to the region’s Field Service Engineers.
- Achieve financial goals and control expenses within budgetary guidelines.
- Support service contracts and time-material revenue by working closely with the internal sales team.
- Co-travel with direct reports to assess capabilities, provide feedback and coaching.
- Hire, develop, train, motivate and lead a team of Field Service Engineers.
- Implement team’s work objectives, performance reviews, and disciplinary action within Alcon guidelines.
- Perform other duties, monthly reports and projects as assigned by service management.
Requirements:
- Bachelor’s Degree or Equivalent years of directly related experience (or high school +13 yrs; Assoc.+9 yrs; M.S.+2 yrs; PhD+1 yr)
- The ability to fluently read, write, understand, and communicate in English
- 5 Years of Relevant Experience
- 3 Years of Demonstrated Leadership
- Possess a current valid driver’s license and good driving record over the last three years.
- Candidates must have the ability to work independently from home office 40% and in the field 60% -- traveling within the assigned region and overnight stays as required.
- Ability to travel overnight 50% of the time or as needed
Benefits:
- Health, life, retirement, flexible time off for exempt associates
- PTO for hourly associates
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