Manager, Field Service Engineer - Surgical Vision

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Job Function:
Customer Management

Job Sub Function:
Customer Service Operations

Job Category:
Professional

All Job Posting Locations:
São Paulo, Brazil

Job Description:

Leads and manages Field Service Engineers responsible for providing on-site technical product services, including installations, upgrades, preventative maintenance, and repairs for customers and the sales organization.

Provides leadership, coaching, technical direction, and operational oversight to ensure field service activities are completed safely, efficiently, on time, and in accordance with factory specifications, quality requirements, and applicable procedures.

Develop and execute field service plans, optimizes resource allocation and service coverage, monitors operational performance, and drives continuous improvement in service quality, customer experience, team capability, and cost effectiveness.

Develop new operational models for TS sustainability in the long run.

Partners with customers and internal stakeholders, including Sales, Technical Support, Quality, Supply Chain, and other business functions, to resolve service issues and support business objectives.

This job is not eligible for sales incentives/sales commissions.

Adheres to environmental policy and procedures and supports departmental environmental objectives.

Leads, manages, coaches, and develops a team of Field Service Engineers responsible for installing, servicing, maintaining, upgrading, and repairing medical device

equipment at external facilities.

• Plans and coordinates field service coverage, workload, schedules, and assignments to support customer and business requirements.

• Ensures installations, repairs, preventative maintenance, upgrades, testing, and other field service activities are completed safely, efficiently, on time, and according to factory

specifications and established procedures.

• Serves as a primary escalation point for customers, the sales organization, Field Service Engineers, and other stakeholders regarding complex technical or operational service

matters.

• Provides stakeholders with timely status updates, service performance information, and d...