Regional Field Service Manager

At Alcon, we are driven by the meaningful work we do to help people see brilliantly. We innovate boldly, champion progress, and act with speed as the global leader in eye care. Here, you’ll be recognized for your commitment and contributions and see your career like never before. Together, we go above and beyond to make an impact in the lives of our patients and customers.

We foster an expansive culture and are looking for diverse, talented people to join Alcon! As a Regional Field Manager, you will be leading a team of 8 to 14 field service engineers to install and support Alcon Laser, Surgical and diagnostic equipment within an assigned service region.

Essential Job Functions

Primary 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 customer’s 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 will 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 

How you can thrive at Alcon:

• Medical / ophthalmic laser technology.

• Accustomed to working with hospital operating room and surgery center protocols.
• Familiar with connecting medical devices to hospital networks.
• Identify and resolve complicated internal and external customer situations.
• Proven self-starter able to travel and work independently under minimal supervision.
• 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.
• 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

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.

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Alcon is an Equal Opportunity Employer and participates in E-Verify. Alcon takes pride in maintaining a diverse environment and our policies are not to discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, gender identity, marital or veteran status, disability, or any other legally protected status. Alcon is also committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please send an email to alcon.recruitment@alcon.com and let us know the nature of your request and your contact information.