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/careersATTENTION: Current Alcon Employee/Contingent WorkerIf you are currently an active employee/contingent worker at Alcon, please click the appropriate link below to apply on the Internal Career site.
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