Bachelor's Degree or equivalent experience; high school +13 yrs; Assoc.+9 yrs; M.S.+2 yrs; PhD+1 yr.
5 years of relevant experience in the field.
3 years of demonstrated leadership experience.
Fluency in English, both written and verbal.
Current valid driver's license with a clean driving record.
Responsibilities
Lead a team of 8 to 14 field service engineers for equipment installation and support.
Ensure high customer satisfaction through timely resolution of complex issues.
Meet or exceed annual regional goals based on established metrics.
Manage compliance with regulatory requirements for field service engineers.
Control expenses and achieve financial goals within budgetary guidelines.
Hire, develop, and motivate field service engineers while providing performance feedback.
Collaborate with sales teams to support service contracts and revenue generation.
Benefits
Robust benefits package including health and life insurance.
Retirement savings options and flexible time off.
Professional growth and development opportunities within the company.
PTO for hourly associates and additional benefits for exempt staff.
Full Job Description
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:
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.
WHAT YOU'LL BRING TO ALCON:
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
Additional Requirements:
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.
HOW YOU CAN THRIVE AT ALCON:
See your career like never before with focused growth and development opportunities
Join Alcon's mission to provide outstanding, innovative products and solutions to improve sight, improve lives, and grow your career!
Alcon provides robust benefits package including health, life, retirement, flexible time off for exempt associates, PTO for hourly associates, and much more!
See your impact at alcon.com/careers
ATTENTION: Current Alcon Employee/Contingent Worker
If you are currently an active employee/contingent worker at Alcon, please click the appropriate link below to apply on the Internal Career site.
