Field Technical Service Engineering Manager – Surgical

About the role

Alcon is seeking a Field Technical Service Engineering Manager to lead a team of field service engineers who install and support laser, surgical and diagnostic equipment across a multi‑state region. The role combines technical expertise, customer focus, and people leadership to ensure high service quality and business performance.

Key responsibilities

• Provide comprehensive service and sales support for all Alcon equipment in the assigned region.
• Maintain strong relationships with customers, sales, clinical teams and regional managers.
• Achieve high customer satisfaction by delivering timely solutions to complex issues.
• Meet or exceed regional financial and performance goals.
• Ensure compliance with all regulatory requirements for field service engineers.
• Support service contracts and time‑material revenue in partnership 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 8‑14 field service engineers.
• Implement work objectives, conduct performance reviews and manage disciplinary actions per Alcon guidelines.
• Prepare monthly reports and execute projects assigned by service management.

Required profile

• Bachelor’s degree or equivalent experience (or high school + 13 years, Associate + 9 years, M.S. + 2 years, PhD + 1 year).
• Fluent in written and spoken English.
• Minimum 5 years of relevant experience and at least 3 years of demonstrated leadership.
• Valid driver’s license with a clean record for the past three years.
• Willingness to work 40 % from a home office and 60 % in the field, including overnight travel up to 50 % of the time.
• Ability to travel within Pennsylvania, Maryland, Virginia, West Virginia and Ohio.

Required skills

• Proficiency with Microsoft Excel.
• Proficiency with Microsoft PowerPoint.
• Proficiency with Microsoft Teams.
• Proficiency with SharePoint.