Regional Field Service Manager - Field Based

To strengthen our Service and Customer Care Team we are seeking a
Ensure customer satisfaction is developed and maintained at industry top level according to proscribed guidelines and as measured through Net Promoter Score.
Achieve Regional financial targets according to Carl Zeiss Microscopy LLC s financial plan. Take personal ownership of regional service business.
Field based position responsible for the Mid Atlantic service region consisting of the District of Columbia & following states MD, WV, DE, VA.
Support sales and marketing activities including assisting with presentations, setting up and attending shows.
Collaborate with Sales to help define appropriate service solutions to achieve all sales and service targets.
Manage and develop the engineer skill levels to ensure World Class service support is achieved. Maintain a steady focus on managing and coaching of direct reports.
Ensure all new engineers hired are efficiently introduced to CZ Microscopy LLC. SOP's as well as developing a clear understanding of our unique history and customer focused culture.
Ensure installations are done according to defined installation requirements which include all aspects of preplanning to optimize the install process. Conduct a face-to-face meeting with the customer after the system acceptance, to review the customer experience from sales to install complete.
Manage In Process escalations by using any and all support resources within the local, regional or factory support groups, to drive all escalations to closure as quickly as possible.
Ensure customer support engineers comply with reporting requirements as prescribed by Carl Zeiss Microscopy LLC.
Ensure that all Terms and Conditions of all Service Agreements are met, e.g. performance metrics, uptimes, response times, PM s are executed, etc.
Review and approve all timesheet submissions to ensure that all hours reported are accurate, acceptable and that appropriate utilization targets are met.
Ensure that all system and customer related information for the regional install base is maintained and is accurate on an on-going basis.
Willingly support the goals of the other Regions or Service Groups, to ensure all team objectives are achieved.
5+ Years experience in Field Service or Technical Management, BS degree, technical education or equivalent.
Skilled in performing all duties and functions of those supervised. Possess a thorough knowledge of products, service strategies and the escalation program.
Superior written and verbal skills with demonstrated leadership skills.
Comfortable in dealing directly with customers, representatives and distributors, as well as with senior levels of management within the organization.
Frequent overnight travel, domestic and international (average 50%) by company car or commercial transportation.
Valid Driver license required.
Able to obtain corporate credit card.
Participation in annual formal training as required and proficiently maintains all duties and associated responsibilities.
With just under 25,000 employees, ZEISS is one of the global leaders in the optical and optoelectronic industries and has been contributing to technological progress for 170 years. ZEISS develops and distributes lithography optics, measuring technology, microscopes, medical technology, eyeglass lenses, camera and cine lenses, binoculars and planetarium technology.
If you are interested in this position, please send us your application using the link at the bottom of this page, indicating your earliest possible entry date.
Carl Zeiss, Inc.
Reggie Belizaire
We are an EEO/AA/Veterans/Disabled employer.

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