Regional Manager Field Service

EssilorLuxottica•Baldwin Hills, CA

About The Position

Essilor Instruments provides seamless access to state-of-the-art products, with a focus on customer satisfaction by setting new standards of excellence in the industry. Our solutions highlight eye care professionals' expertise and meet their business needs, by providing innovative solutions and technologies, ensuring patients' quality care. Through this continuous innovation, we own a leading position in major categories such as finishing equipment, eye health assessment, eye refraction and fitting measurements. Essilor Instruments is part of EssilorLuxottica, a global leader in the design, manufacture and distribution of world-class vision care products, including iconic eyewear, advanced lens technology and cutting-edge digital solutions. Join our global community of over 200,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry. Discover more by following us on LinkedIn! GENERAL FUNCTION The Manager, Field Service is responsible for overseeing field service operations within an assigned region to ensure optimal performance, customer satisfaction, & alignment with company standards. This role leads a team of service technicians, driving efficiency, continuous improvement, & professional growth. The Regional Service Manager collaborates closely with service coordination, depot service, & other cross-functional departments to ensure smooth operations, consistent service quality, & strong customer experience.

Requirements

Bachelor's degree preferred (Business, Engineering, or related technical field).
Minimum 5+ years of experience in medical device service management, field service operations, or a related role.
Proven leadership experience managing multi-site or regional service teams.
Demonstrated success in developing staff, improving operational performance, & driving customer satisfaction.
Proficiency with service management software, CRM platforms, & reporting tools.
Experience managing budgets, financial reports, & operational KPIs.
Valid driver's license & willingness to travel regionally as required.

Nice To Haves

Master's degree in business, marketing, or related field.
Prior experience within the ophthalmic, surgical, or medical instrument industry strongly preferred.
Proven track record of implementing field service process improvements or digital transformation initiatives (e.g., predictive maintenance, remote service capabilities).

Responsibilities

Supervise, coach, & lead a team of field service technicians across the assigned region.
Recruit, onboard, & train new service team members to ensure technical excellence & adherence to company standards.
Develop & implement regional service strategies aligned with corporate goals & customer expectations.
Establish & monitor labor efficiencies, ensuring optimal technician utilization & productivity.
Conduct regular ride-alongs & field visits to provide mentorship, performance feedback, & reinforce best practices.
Foster a positive, collaborative, & accountable team culture.
Ensure timely, high-quality completion of all service requests & installations.
Oversee service work order management from assignment through completion, ensuring accuracy & compliance with policies.
Maintain appropriate levels of parts & supplies to support regional service activities.
Address escalated customer issues promptly & professionally to ensure satisfaction & retention.
Communicate proactively with customers regarding service updates, timelines, & resolutions.
Monitor service quality through audits, inspections, & key performance metrics; implement improvements where needed.
Ensure compliance with all company policies, safety regulations, & industry standards.
Partner with leadership to develop & manage regional budgets, analyze financial performance, & identify cost-saving opportunities.
Generate & present business analytics & performance metrics to management, highlighting trends, opportunities, & improvement plans.
Collaborate with other regions & departments to share best practices & align on service excellence initiatives.