Manager I, Field Technical Service Engineering - Surgical

Alcon•Remote - Nebraska, MO

About The Position

Alcon is seeking a Regional Service Manager to lead a team of 8 to 14 field service engineers who install and support Alcon laser, surgical, and diagnostic equipment in the assigned Mid-West service region, covering Nebraska and surrounding areas. The role is based out of Nebraska, St. Louis, or Kansas City (Missouri or Kansas), with the ability to work independently from a home office and in the field while traveling throughout the region, including overnight stays as needed. The manager provides comprehensive service and sales support for Alcon equipment, works with customers and internal teams to resolve service issues, and maintains customer satisfaction. The role also oversees regional performance, regulatory compliance, financial goals, service revenue, and the hiring, training, coaching, and performance management of field service engineers. Other duties, monthly reports, and projects may be assigned by service management.

Requirements

Bachelor’s degree or equivalent years of directly related experience; alternatives listed are high school plus 13 years, associate degree plus 9 years, master’s degree plus 2 years, or Ph.D. plus 1 year.
Ability to fluently read, write, understand, and communicate in English.
Five years of relevant experience.
Three years of demonstrated leadership experience.
Current valid driver’s license and a good driving record over the last three years.
Ability to work independently from a home office 40% of the time and in the field 60% of the time, traveling within the assigned region and staying overnight as required.
Ability to travel overnight 50% of the time or as needed.
Territory covers the Mid-West, including Nebraska and surrounding areas.

Nice To Haves

Experience managing a business segment with P&L responsibilities.
Demonstrated ability to multitask daily, set priorities, and schedule work activities.
Ability to resolve problems, think analytically, and communicate professionally in high-pressure, time-sensitive customer environments.
Availability for on-call support before and after normal working hours.
Proficiency with Excel, PowerPoint, MS Teams, and SharePoint.
Experience with SAP, Salesforce, and ServiceMax or equivalent ERP, CRM, or FSM systems.
Ability to influence and communicate effectively with cross-functional teams.
Five years of experience in healthcare services or equipment sales.
Two or more years of experience leading people, managing projects, and influencing organizations.
Experience leading and motivating service teams.
Experience with medical or ophthalmic laser technology.
Familiarity with hospital operating room and surgery center protocols.
Familiarity with connecting medical devices to hospital networks.

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 to ensure customer needs are met.
Maintain customer satisfaction by providing timely solutions to multifaceted issues.
Meet or exceed annual regional goals through established metrics.
Confirm that the region’s Field Service Engineers comply with assigned regulatory requirements.
Achieve financial goals and control expenses within budgetary guidelines.
Support service-contract and time-and-material revenue in collaboration with the internal sales team.
Co-travel with direct reports to assess capabilities and provide feedback and coaching.
Hire, develop, train, motivate, and lead a team of Field Service Engineers.
Implement team work objectives, performance reviews, and disciplinary action in accordance with Alcon guidelines.
Perform other duties, monthly reporting, and projects as assigned by service management.