Manager I, Field Technical Service Engineering - Surgical

Alcon MX; Pennsylvania; Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health benefits

Life insurance

Retirement plan

Flexible time off

Paid time off

Job summary

Alcon is seeking a Regional Service Manager to lead a team of Field Service Engineers across the Pennsylvania region and adjacent states. The role combines service execution with sales support and regulatory compliance, requiring strong leadership and cross-functional collaboration.

The ideal candidate has 5+ years in relevant roles plus 3+ years of leadership, with ability to travel 40–60% including overnight stays.

Qualifications

• Bachelor’s Degree or equivalent years of directly related experience.
• Fluently read/write English.
• 5 years of relevant experience.
• 3 years of demonstrated leadership.
• Possess a valid driver’s license with good driving record.
• Ability to work independently from home 40% and in the field 60% with travel within the region.
• Willingness to travel overnight 50% of the time.

Responsibilities

• Provide comprehensive service and sales support on all Alcon equipment.
• Maintain positive relationships with customers, field sales, clinical teams and other regional managers.
• Maintain customer satisfaction through timely solutions of issues.
• Meet or exceed regional goals through established metrics.
• Ensure compliance with regulatory requirements for the region.
• Manage finances within budgetary guidelines.
• Support service contracts and time-material revenue with the internal sales team.
• Co-travel with direct reports to assess capabilities and coach.
• Hire, develop, and lead a team of Field Service Engineers.
• Set objectives, conduct performance reviews, and apply disciplinary actions as needed.

Skills

Leadership

Communication

Project management

Customer-facing

Education

Bachelor’s Degree or equivalent

Tools

Excel

PowerPoint

MS Teams

SharePoint

SAP

Salesforce

ServiceMax

Job description

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 inclusive culture and are looking for diverse, talented people to join Alcon. 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

ALCON IS AN EQUAL OPPORTUNITY EMPLOYER AND PARTICIPATES IN E-VERIFY Alcon takes pride in maintaining an inclusive environment that values different perspectives and our policies are non-discriminatory in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, 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 [e-mail] and let us know the nature of your request and your contact information

At Alcon, we are committed to helping people see better. We believe patients should have access to quality eye care regardless of their economic circumstances; however, barriers to good eye health exist for patients in both developed and emerging markets. Alcon develops and manufactures innovative devices to serve the full life cycle of eye care needs. Its surgical group is one of the largest makers of equipment used for cataract removal and laser vision correction. Its consumer products include the well-known Opti-Free line of contact lens solutions and related products. Alcon, which was founded in 1945, sells its products in 180 countries worldwide.