Field Service Manager (Remote - USA)

ZipRecruiter; Lombard (IL); Remote; USD 90,000 - 120,000; Full time

Job summary

A leading company in vision care technology is seeking a Field Service Manager to lead their in-field service team. The role focuses on ensuring excellent customer support while managing operations effectively. Ideal candidates will have a Bachelor's degree in Engineering or Business and significant experience in technical support and management. This remote position involves travel and requires strong problem-solving and communication skills to optimize field service operations.

Benefits

401(k) Retirement Plan

Health, Dental, and Vision Insurance

Life Insurance

STD/LTD Insurance

Paid Time Off (PTO)

Qualifications

• 10+ years in technical support or field service; at least 5 years in management.
• Experience with capital equipment servicing in the medical device industry highly desirable.
• Hands-on technical knowledge (Optics background a plus), proficiency in IT and networking.

Responsibilities

• Recruit, train, coach, and lead field service professionals.
• Ensure compliance with Quality and Regulatory standards.
• Coordinate field installations, repairs, preventive maintenance.

Skills

Problem-solving

Analytical skills

Communication

Education

Bachelor’s degree in Engineering, Business, or equivalent experience

Tools

SAP

CRM/ERP systems

Job description

Job Description

Location: Remote (USA-Based)

Travel: Required as needed

About Visionix USA:

Visionix USA is the North American provider of highly automated eye examination and optical technologies, including Briot, Weco, Optovue, and Visionix brands. We are part of the Visionix Group, a global leader in vision care technology and pioneer in wavefront technology. Our goal is to assist eye care professionals in transforming their practices to enhance workflow efficiency and improve patient experiences while maintaining clinical standards.

Requirements:

We are seeking a highly motivated and experienced Field Service Manager to lead our in-field service team, supporting three core product portfolios: Briot-Weco, Optovue, and Visionix. This is a "Working Manager" role, requiring hands-on technical skills and team management capabilities. The Service Manager will ensure excellent customer support, operational excellence, and continuous improvement in field service operations.

Leadership & Management

• Recruit, train, coach, and lead field service professionals.
• Foster a culture of customer empathy, professionalism, and teamwork.
• Manage performance, conduct disciplinary actions, and oversee staffing coverage.
• Track and improve KPIs such as response times, first-time fix rates, service coverage, and inventory utilization.
• Ensure compliance with Quality and Regulatory standards and service documentation.

Technical & Operational Oversight

• Gain working knowledge of Visionix’s product lines to provide support and training.
• Act as a liaison between customers, sales, R&D, production, repair depot, and other departments.
• Ensure effective communication of technical issues and resolutions.
• Coordinate field installations, repairs, preventive maintenance, and escalations.
• Oversee tooling, inventory, trunk stock, and RMA processes for operational readiness and cost control.

Business Support & Systems

• Drive revenue through service programs (contracts, billable work, preventive maintenance).
• Utilize CRM/ERP tools for service management.
• Assist in developing and implementing scalable service management systems like Central Dispatch.
• Contribute to pricing strategies for contracts, spares, and services.
• Collaborate on operational and cost-saving initiatives with leadership and teams.

Qualifications

• Education: Bachelor’s degree in Engineering, Business, or equivalent experience.
• Experience: 10+ years in technical support or field service; at least 5 years in management.
• Technical Skills: Problem-solving, analytical skills, hands-on technical knowledge (Optics background a plus), proficiency in IT and networking.
• Industry Knowledge: Experience with capital equipment servicing in the medical device industry is highly desirable.
• Systems: Familiarity with SAP and CRM/ERP systems is a plus.
• Communication: Excellent verbal and written skills.

Work Environment & Physical Requirements

This remote position requires travel and physical capability to perform tasks such as sitting, standing, communicating, and operating equipment. Reasonable accommodations will be provided if needed. Tasks may include reaching, stooping, kneeling, walking, and lifting during field visits or installations.

Benefits

• 401(k) Retirement Plan
• Health, Dental, and Vision Insurance
• Life Insurance
• STD/LTD Insurance
• Paid Time Off (PTO)

Equal Opportunity Employer

Visionix USA is committed to an inclusive environment and is an Equal Employment Opportunity and Affirmative Action Employer. We do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, or expression.