Key skills
Technical knowledge of medical devicesTroubleshooting medical equipmentRepairing surgical equipmentPreventative maintenanceInstallation of medical equipmentUpgrades of medical equipmentServiceMaxCRM toolsCompliance with Good Practice (GxP) regulationsStandard Operating Procedures (SOPs)Medical devices using lasersHospital operating room protocolsSurgery center protocolsCRMSales
About this role
Alcon is dedicated to enhancing sight and improving global eye health. The Surgical Field Service Engineer will be responsible for providing technical support, troubleshooting, and servicing Alcon surgical equipment at customer sites, while also developing relationships with clients to secure future business.
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