The Field Service Team Leader (FST) will supervise Field Service Specialists (FSE) in work assignments, expense control, customer satisfaction, and company policies and procedures. In addition, the FST is responsible for directly addressing escalated service orders within their territory. The FST will manage the workload of their team, handle escalations from internal and external customers, and work closely with the Service Management, Sales Managers, and Distributor Partners within their territory.

• Direct, mentor, and develop the Field Service Engineers toward improving their performance of job-related duties. This includes ensuring Key Performance Indicators (KPIs) are meeting targets, operating within budgets, ensuring customer satisfaction, training management, inventory management, and conducting regional territory meetings.

• Travel to customer sites within their territory to address complex and escalated service orders.

• Travel with FSE’s to coach, audit, and perform physical trunk inventories.Work with CRM Admin team to ensure employees prepare and submit applicable field service documentation in a complete, accurate, and timely manner.

• Prepare and conduct employee evaluations or reviews and recommend salary adjustments.Monitor and approve Field Service Engineers vacation schedules, time and expense reporting.Work with service management to schedule relief personnel to cover vacations, absences and training as needed.

• Manage FSEs training and certifications. Identify, schedule and plan trainings based on regional and FSE needs.

• In conjunction with HR Staffing, prospect, interview, hire and train new employees when vacancies exist.

• Provide timely response to all requests from both internal and external customers.

• Respond to satisfaction surveys working to resolve any customer care issues.

• Act as a sales department liaison, providing solutions to achieve customer satisfaction and retention.

• Provide service support at National and Regional Conventions.

• Work with Customer Care management to establish strategy and direction relative to customer support policies and procedures.

• Partner with Sales Representatives in the territory and proactively manage key accounts.

• May represent Field Service on product task forces or design teams. Other duties may include, but are not limited to, instructing customers on operation and maintenance of equipment.

• Minimum of eight (8) years’ experience in field service of Electronics, Fine Mechanics, Electro-mechanical, Data Networks, Optics or Medical Field Service required.
• Two (2) years of experience in the eye care industry is preferred. Thorough understanding of ophthalmic anatomy and diseases of the eye.
• Supervisory or managerial experience preferred.
• Advanced knowledge of troubleshooting and repair of key equipment. Exhibit proficient understanding of device applications and software.
• Individual should possess strong business acumen, basic technical knowledge of CZMI instrumentation and/or industry expertise and/or unique technical knowledge that may apply to one or more product lines.
• Must have strong working relationship with Service Coordinators, CRM Admins, Sales management, Distributor Partners, Clinical Applications Specialists, and other internal and external customers.
• Extensive overnight air and ground travel is required.Must be able to travel in Canada and internationally for training, meetings, exhibit support and coverage outside assigned territory

The annual salary range for this position:

       $91,000 -$113,000 and 10% bonus 

The salary offered for this role may be influenced by factors such as job location, scope of role, qualifications, education, experience, & complexity/specialization/scarcity of talent. 

This position is also eligible for a performance bonus or sales commissions.

Your ZEISS Recruiting Team:

COVID-19 Considerations

At ZEISS our highest priority is the safety of our employees and Customers. As a result, we are adopting additional prevention measures to ensure the safety of our employees and Customers. Therefore, any offer of employment is conditional upon you submitting proof that you have been fully vaccinated with a Health Canada or World Health Organization (WHO) approved COVID-19 vaccination as soon as possible and no later than fourteen (14) calendar days prior to the effective start date, in addition to satisfying any other condition(s) that may be set out in an offer. If a candidate fails to satisfy this condition (or any other condition(s) set out in an offer), any offer of employment shall be immediately rescinded.

Accommodation

ZEISS is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices. Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs.