Manager I – Field Technical Service Engineering, Surgical

This is a fully remote position, open to applicants in Kansas, +2 more states.

📋 Description

• Oversee a team of 8 to 14 field service engineers responsible for the installation and support of Alcon laser, surgical, and diagnostic equipment in the designated Mid-West service region.

• Deliver comprehensive service and sales assistance for all Alcon products.

• Foster positive relationships with customers, field sales representatives, clinical teams, and regional managers.

• Ensure customer satisfaction by providing timely solutions to complex issues.

• Achieve or surpass annual regional objectives based on established metrics.

• Guarantee compliance with regulatory standards assigned to the region’s Field Service Engineers.

• Meet financial targets and manage expenses within budgetary constraints.

• Collaborate with the internal sales team to support service contracts and time-material revenue.

• Accompany direct reports to evaluate their skills and provide constructive feedback and coaching.

• Recruit, develop, train, motivate, and lead Field Service Engineers.

• Establish team objectives, conduct performance evaluations, and implement disciplinary actions in accordance with Alcon guidelines.

• Prepare monthly reports, undertake projects, and fulfill other responsibilities 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).

• Proficient in reading, writing, understanding, and communicating fluently in English.

• Minimum of 5 years of relevant experience.

• At least 3 years of demonstrated leadership experience.

• Possession of a current valid driver’s license and a good driving record over the past three years.

• Ability to work independently from a home office 40% of the time and in the field 60%, with travel within the assigned region including overnight stays as necessary.

• Willingness to travel overnight 50% of the time or as required.

• Experience in managing a business segment with P&L responsibilities.

• Proven ability to multitask, prioritize, and schedule work activities daily.

• Capacity to resolve problems, think analytically, and communicate professionally in high-pressure, time-sensitive customer settings.

• Availability for on-call support outside of normal working hours.

• Proficient in Excel, PowerPoint, MS Teams, and SharePoint.

• Familiarity with SAP, Salesforce, and ServiceMax or equivalent ERP/CRM/FSM systems.

• Ability to influence and communicate effectively with cross-functional teams.

• Five years of experience in healthcare services or equipment sales.

• More than 2 years of experience leading people, managing projects, and influencing organizations.

• Experience in leading and motivating service teams.

• Knowledge of medical/ophthalmic laser technology.

• Understanding of hospital operating room and surgery center protocols.

• Familiarity with connecting medical devices to hospital networks.

🏝️ Benefits

• Opportunities for focused growth and development.

• Health insurance coverage.

• Life insurance benefits.

• Retirement benefits.

• Flexible time off for exempt associates.

• Paid time off for hourly associates.