Manager I, Field Technical Service Engineering - Surgical

About the role

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).

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.

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
• Territory – (Pennsylvania, Maryland, Virginia, West Virginia, Ohio)

Preferred Skills and Experiences

• 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