Regional Manager Field Service

Requisition ID:911330
Store #:E08048 Stereo Optical FIELD
Position:Full-Time
Total Rewards:Benefits/Incentive Information

Essilor Instruments provides seamless access to state-of-the-art products, with a focus on customer satisfaction by setting new standards of excellence in the industry. Our solutions highlight eye care professionals' expertise and meet their business needs, by providing innovative solutions and technologies, ensuring patients' quality care. Through this continuous innovation, we own a leading position in major categories such as finishing equipment, eye health assessment, eye refraction and fitting measurements.

Essilor Instruments is part of EssilorLuxottica, a global leader in the design, manufacture and distribution of world-class vision care products, including iconic eyewear, advanced lens technology and cutting-edge digital solutions. Join our global community of over 200,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry. Discover more by following us on LinkedIn!

GENERAL FUNCTION

The Manager, Field Service is responsible for overseeing field service operations within an assigned region to ensure optimal performance, customer satisfaction, & alignment with company standards. This role leads a team of service technicians, driving efficiency, continuous improvement, & professional growth. The Regional Service Manager collaborates closely with service coordination, depot service, & other cross-functional departments to ensure smooth operations, consistent service quality, & strong customer experience.

MAJOR DUTIES & RESPONSIBILITIES

• Supervise, coach, & lead a team of field service technicians across the assigned region.
• Recruit, onboard, & train new service team members to ensure technical excellence & adherence to company standards.
• Develop & implement regional service strategies aligned with corporate goals & customer expectations.
• Establish & monitor labor efficiencies, ensuring optimal technician utilization & productivity.
• Conduct regular ride-alongs & field visits to provide mentorship, performance feedback, & reinforce best practices.
• Foster a positive, collaborative, & accountable team culture.
• Ensure timely, high-quality completion of all service requests & installations.
• Oversee service work order management from assignment through completion, ensuring accuracy & compliance with policies.
• Maintain appropriate levels of parts & supplies to support regional service activities.
• Address escalated customer issues promptly & professionally to ensure satisfaction & retention.
• Communicate proactively with customers regarding service updates, timelines, & resolutions.
• Monitor service quality through audits, inspections, & key performance metrics; implement improvements where needed.
• Ensure compliance with all company policies, safety regulations, & industry standards.
• Partner with leadership to develop & manage regional budgets, analyze financial performance, & identify cost-saving opportunities.
• Generate & present business analytics & performance metrics to management, highlighting trends, opportunities, & improvement plans.
• Collaborate with other regions & departments to share best practices & align on service excellence initiatives.

BASIC QUALIFICATIONS

• Bachelor's degree preferred (Business, Engineering, or related technical field).
• Minimum 5+ years of experience in medical device service management, field service operations, or a related role.
• Proven leadership experience managing multi-site or regional service teams.
• Demonstrated success in developing staff, improving operational performance, & driving customer satisfaction.
• Proficiency with service management software, CRM platforms, & reporting tools.
• Experience managing budgets, financial reports, & operational KPIs.
• Valid driver's license & willingness to travel regionally as required.

PREFERRED QUALIFICATIONS

• Master's degree in business, marketing, or related field.
• Prior experience within the ophthalmic, surgical, or medical instrument industry strongly preferred.
• Proven track record of implementing field service process improvements or digital transformation initiatives (e.g., predictive maintenance, remote service capabilities).

Pay Range:94,925.98-144,098.45

This posting is for an existing vacancy within our business. Employee pay is determined by multiple factors, including geography, experience, qualifications, skills and local minimum wage requirements. In addition, you may also be offered a competitive bonus and/or commission plan, which complements a first-class total rewards package. Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts.

EssilorLuxottica complies with all applicable laws related to the application and hiring process. If you would like to provide feedback regarding an active job posting, or if you are an individual with a disability who would like to request a reasonable accommodation, please call the EssilorLuxottica SpeakUp Hotline at 844-303-0229 (be sure to provide your name, job id number, and contact information so that we may follow up in a timely manner) or email HRCompliance@luxotticaretail.com.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law. Native Americans in the US receive preference in accordance with Tribal Law.