Manager I, Field Technical Service Engineering - Surgical

Alcon•Remote - Pennsylvania, OH

1d•Hybrid

About The Position

The Regional Service Manager leads a team of 8 to 14 field service engineers to install and support Alcon Laser, Surgical and diagnostic equipment within the assigned service region (Pennsylvania, Maryland, Virginia, West Virginia, Ohio). In this role, a typical day will include providing comprehensive service and sales support on all Alcon equipment, maintaining positive working relationships with customers, field sales, clinical teams and other regional managers ensuring that customers’ needs are met. The role also involves maintaining a high degree of customer satisfaction through timely solutions of multifaceted issues, meeting or exceeding annual regional goals through established metrics, and confirming compliance of all regulatory requirements assigned to the region’s Field Service Engineers. Additionally, the manager will 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, and hire, develop, train, motivate and lead a team of Field Service Engineers. The role includes implementing team’s work objectives, performance reviews, and disciplinary action within Alcon guidelines, and performing 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

Nice To Haves

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.

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.