[Remote] Manager I, Field Technical Service Engineering - Surgical
Note: The job is a remote job and is open to candidates in USA. Alcon is a global leader in eye care, dedicated to helping people see brilliantly. The Regional Service Manager will lead a team of field service engineers to install and support Alcon's surgical and diagnostic equipment while ensuring customer satisfaction and achieving regional 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
Skills
- 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
- Experience managing a business segment with P&L responsibilities
- Demonstrable track record of daily multi-tasking capabilities, setting priorities and scheduling work activities
- Ability to resolve problems, think analytically and communicate professionally in high-pressure, time-sensitive customer environments
- Available for “on-call” support before and after normal working hours
- Proficiency with Excel, PowerPoint, MS Teams, SharePoint
- Experience with SAP, Salesforce, and ServiceMax or equivalent ERP/CRM/FSM
- Effectively influence and communicate with cross functional teams
- Five years of experience in healthcare services or equipment sales
- 2+ years leading people, managing projects, and influencing organizations
- Leading and motivating service teams
- Medical / ophthalmic laser technology
- Accustomed to working with hospital operating room and surgery center protocols
- Familiar with connecting medical devices to hospital networks
Benefits
- Health, life, retirement, flexible time off for exempt associates, PTO for hourly associates, and much more!
Company Overview
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