Sr. Associate I, Field Technical Service Engineering - Surgical

Alcon is a company passionate about enhancing sight and helping people see brilliantly. The role of Sr. Associate I in Field Technical Service Engineering involves providing technical advice and support for Alcon surgical equipment, troubleshooting and repairing devices, and maintaining customer relationships to ensure effective service delivery.

Responsibilities:

• Handle complex technical tasks to ensure Alcon equipment functions effectively as per specifications
• Troubleshoot, diagnose, and repair Alcon surgical equipment within an assigned service territory, including preventative maintenance, installations, and upgrades per company guidelines
• Develop ongoing relationships with customers to secure future business, including Annual Maintenance Contract/Comprehensive Annual Maintenance Contract sales and renewals
• Document and maintain clients’ service logs and prepare reports for product failure analysis and serviceability issues
• Escalate issues to relevant engineering teams
• Manage your daily schedule while maintaining proper and timely communications with customers, dispatch, managers, regional, and cross-functional teams
• Adhere to Good Practice (GxP) regulations by strictly following Standard Operating Procedures (SOPs) and maintaining accurate and complete documentation, ensuring rigorous quality control and compliance with regulatory requirements
• Complete all required training and meet individual job requirements to contribute to the overall compliance of the organization

Requirements:

• Associate's degree or equivalent years of directly related experience
• The ability to fluently read, write, understand, and communicate in English
• 2 years of Relevant Experience
• Resolve problems, think analytically and communicate professionally in high pressure, time-sensitive customer environments
• Experience working with advance medical devices and with medical devices that use lasers
• Accustomed to working with hospital operating room and surgery center protocols
• Working knowledge of ServiceMax / CRM tools
• Ability to lift 50 pounds – i.e., tools, replacement parts, etc
• Travel Requirements: Up to 30% out of territory and overnights as needed