Job Sterling Field Service Manager

Sterling Field Service Manager

Service Manager for Ophthalmic business is a key member who is responsible to drive the Ophthalmic services and be the liaison between the customer and company for technical service issues. General duties include ophthalmic lathe installation and training, troubleshooting of electromechanical, electronic and software problems both at the customer site and remotely via telephone and email. Additionally, this role will include supervisory duties of other service personnel, with the ability to work effectively and efficiently under scrutiny of the customer's demanding production schedule.

Primary Responsibilities:

• Perform Optoform machine installations at customer's location in a professional manner
• Conduct machine operation and maintenance training at customer's location, Sterling or Precitech factory
• Coordinate and lead customer factory acceptance testing of Optoform machines
• Cut contact lens and intraocular lens samples for customer evaluation of machine capability and performance
• Provide information to Admin for generating spare parts and service quotations, and enter information accurately and timely into CRM system
• Provide excellent technical service to customers via telephone and email communication
• Prepare service documents, instructions, photos, drawings, etc. to aid customer in troubleshooting
• Assist in continuous refinement of operator manuals and other machine documentation for customers' ease of use
• Provide timely and detailed customer service reports, and enter into CRM system
• Receive and ship demo machines destined for trade show exhibition or customer location
• Support trade show exhibitions with occasional travel and machine operation at exhibition site
• Travel of 40% is expected, may exceed 40% as business requires and includes domestic and international destinations.
• Other duties as appropriately delegated by the supervisor

Essential Knowledge and Skills:

• Proficient in troubleshooting electromechanical, electronic and machine operation issues
• Possesses logical reasoning and deductive problem solving abilities
• Good working knowledge of electromechanical systems including power electronics, precision motion control mechanics, personal computers, networking and customers' applications
• Familiarity with industrial hydraulic and pneumatic systems
• Proficient understanding of electronic schematics and mechanical drawings
• Good written and verbal communication skills to foster efficient problem solving with the customer and internal discussions with engineering and service team
• Superior customer relation skills and personable approach
• Detail oriented with strong problem solving and analytical skills
• Strong organization skills to efficiently plan and coordinate multiple customer service visits, equipment logistics and work scope within compressed time schedules

Qualifications:

• Bachelors (BS) degree in a technical discipline desired, or an Associates/Technical Degree with a minimum of 5 years of field service experience or 10 plus years of relevant military experience or industrial expertise.
• Prior machinery service experience a plus.
• Valid driver's license and passport.

Physical Demands:

• The employee is expected to travel 40% of their time including travel to domestic and international.
• Occasionally lift and/or move up to 50 pounds.
• Specific vision abilities include close vision and depth perception.