Regional Field Service Manager

As a Zeiss Regional Field Service Manager, you are responsible for driving performance in a team of Field Service Engineers which requires sound judgment, coaching and development skills, performance management skills, a basic understanding of microscopy application, and microscopy system design and operation.  Expect to manage complex solution projects and escalations with a focus on urgently resolving customer issues.  Another key component of this role is the observation of direct reports in the field to identify areas requiring coaching and create individual development plans for each.  Understand the sales process and engage with Zeiss' sales colleagues to identify customer problems early and work to aggressively promote the offerings as established by the Marketing Team is also required. 

This position fully owns issues when in the escalation process and directs steps toward a rapid resolution.  Financial objectives and personnel-related issues, including hiring, onboarding, training, and separation are also components of the position. Your area of responsibility is the Central US (TX, OK, LA, AR, NE, MO, KS).

Key Metrics: 

• Employee Reports (Direct): Field Service Engineers

• Service Finances (Orders, Revenues, OPEX, EBIT): As set annually

• Net Promotor Score (NPS): As set annually

• Mean Time to Repair (MTTR): As set annually

• FSE Productivity: As set annually

• Service Contract Renewal Rate: As set annually

• First Time Fix Rate: As set annually

• Field Inventory and Inventory Returns Aging: As set annually

• Remote Connectivity:  As set annually

• Adherence to Company Travel Policy and drive compliance within the reporting Team

Primary Responsibilities: 

• Works in the field with reports to observe and identify areas of improvement and actively coaches in those areas.  Creates an Individual Action Plan and tracks the progress through the creation of specific objectives with periodic follow-up.

• Manages through active coaching and mentoring of all team members to ensure they are acting as responsible ZEISS Brand Ambassadors and following the “10 Golden Rules of Service”.

• Maintains high contact renewal and warranty conversion rates and works closely with the Contract Specialists to drive contract business within their region.

• Reviews national and regional metrics (MTTR, FTFR, Productivity, NPS, etc.) at least monthly, measures against goals, and takes necessary actions to drive improvement to achieve goals.

• Has a thorough understanding of the sales process and the ability to work closely with Sales colleagues by participating in customer meetings, trade shows, and other efforts as required.

• Works to aggressively promote the offerings as established by Business Development Group by ensuring the regional service team has a clear understanding of all offerings and the tools and skills necessary to relate those offerings to their customers.

• Takes ownership of “In Process” escalations by using any and all support resources within the local, regional, or Product Center support groups, to drive all escalations to closure as quickly as possible. 

• Always keeps the customers’ needs foremost in mind when executing escalations and maintains a consistent dialogue with the customer on progress.

• Supports efforts to ensure installations are done according to the defined SOP and is responsible for timely customer acceptance.

• Maintains strong relationships with designated VIP customers through regular on-site visits.  Seeks their feedback on ZEISS service and reports on what is working well and what requires improvement.

• Ensures customer satisfaction is developed and maintained at the industry's top level according to proscribed guidelines and as measured through NPS.

• Responsible for the interviewing, hiring, onboarding, training, and development of their reports.  Introduces new hires to company SOPs as well as instilling a clear understanding of ZEISS’s unique history and customer-focused culture.  Continuously looks for new talent and identifies candidates for open positions.

• Achieves financial targets according to Carl Zeiss financial plan, including but not limited to headcount, revenue, inventory levels, costs, gross margin, discounts, and travel and associated expenses.  Takes personal ownership of service business.

• Ensures all Service work orders are being completed and that their team members comply with all reporting requirements such as CRM maintenance, expense reports, times sheets, etc.

• Ensures that all Terms and Conditions of all Service Agreements are met, e.g., performance metrics, uptimes, response time