Supervisor, Field Service

ZEISS Group•Remote - USA AK, TX

5d•Remote

About The Position

The Field Service Supervisor (FSS) will supervise Field Service Engineers (FSEs) in work assignments, expense control, customer satisfaction, and company policies and procedures. In addition, the FSS is responsible for the profitability, productivity and efficiency of their territory. The FSS will manage the workload of their team, handle escalations from internal and external customers, and work closely with the Service Coordinators, OS/MS Specialists, Sales Managers, and Distributor Partners within their territory. This position will represent Carl Zeiss Meditec at tradeshows and will work to achieve a high level of customer satisfaction, service profitability, and FSE efficiency.

Requirements

BS degree (or equivalent experience) preferred.
Minimum of five (5) years’ experience in field service of Electronics, Fine Mechanics, Electro-mechanical, Data Networks, Optics or Medical Field Service required.
Must be able to obtain sufficient credit to cover incurred business expenses which will be reimbursed upon expense report submission and approval.
Must be able to lift up to 80 pounds.

Nice To Haves

Two (2) years of experience in the eye care industry is preferred.
Thorough understanding of ophthalmic anatomy and diseases of the eye; CCOA certification, preferred.
Supervisory or managerial experience preferred.
Individual should possess strong business acumen, broad technical knowledge of CZMI instrumentation and/or industry expertise and/or unique technical knowledge that may apply to one or more product lines.

Responsibilities

Manage assigned territory as an individual profit center. This includes responsibility for territories averaging $5M or more in revenue from Warranty Extension Agreements and Billable Income, while managing expenses to maintain profitability.
Review the work assignments and productivity levels of the Field Service Engineers in assigned territories to maintain a balanced workload consistent with training and customer requirements.
Direct, counsel, and develop Field Service Engineers toward improving their performance of job-related duties. This includes reviewing their productive hours, operating within budgets, managing overtime, customer satisfaction, training, contract sales, revenue generation, and conducting regional territory meetings.
Promote regional growth by actively identifying and targeting potential new business.
Travel with FSEs to coach, audit, and perform physical trunk inventories.
Work with CRM Admin team to ensure employees prepare and submit applicable field service documentation in a complete, accurate, and timely manner.
Prepare and conduct employee evaluations or reviews and recommend salary adjustments.
Monitor and approve Field Service Engineers’ vacation schedules, time and expense reporting.
Work with Service Coordinator to schedule relief personnel to cover vacations, absences, and training as needed.
In conjunction with HR Staffing, prospect, interview, hire and train new employees when vacancies exist.
Provide timely response to all requests from both internal and external customers.
Respond to satisfaction surveys, working to resolve customer care issues.
Act as a sales department liaison by providing solutions to achieve customer satisfaction and retention.
Provide service support at National and Regional Conferences and Conventions.
Work with Customer Care management to establish strategy and direction relative to customer support policies and procedures.
Control and manage daily expenses, and solicit and maximize revenue opportunities.
Complete and submit a weekly expense report according to Carl Zeiss Meditec policies and procedures.
Partner with Sales Representatives in the territory and proactively manage key accounts.
Ensure direct reports maintain company-issued test equipment and support tools.
Consistently identify and qualify up-selling and new sales opportunities that contribute significantly to increasing team capabilities to exceed sales objectives.
Conduct and presentation must be in accordance with standards of professional business protocol as prescribed in the “Carl Zeiss Meditec Service Operations Guide”.