At Alcon, we are inspired by the meaningful work we do to help people see brilliantly. As the global leader in eye care, we boldly innovate, champion progress, and act with speed. We recognize and celebrate the contributions of our people, offering career opportunities that empower growth and fulfillment. Together, we go above and beyond to make a lasting impact on the lives of our patients and customers. We cultivate an inclusive culture and invite diverse, talented individuals to join us in shaping the future of eye care.
Associate, Field Technical Service Engineering (Science/Tech/Engineering Path) is responsible for providing technical service, maintenance, installation, troubleshooting, and customer support for Alcon surgical and diagnostic equipment. The role ensures all customer and demonstration equipment operates according to specifications while delivering high-quality service, technical expertise, and operational excellence.
The position serves as a key technical resource for customers, supporting equipment installations, corrective and preventive maintenance activities, upgrades, retrofits, and repair services. The Associate works closely with customers, Sales, Technical Service teams, Quality, Engineering, and other internal stakeholders to resolve technical issues, improve equipment reliability, and maintain customer satisfaction.
Additionally, the Associate is responsible for ensuring compliance with applicable SOPs, GxP requirements, company policies, quality standards, and regulatory requirements while maintaining accurate service documentation and supporting continuous improvement initiatives.
KEY RESPONSIBILITIES
Service Deliveries
- Perform installation, commissioning, validation, and testing of Alcon equipment at customer sites in accordance with company standards and customer requirements.
- Conduct preventive maintenance, corrective maintenance, repairs, upgrades, retrofits, and product modifications for Alcon surgical and diagnostic instruments.
- Troubleshoot complex technical issues and identify effective solutions to restore equipment functionality and performance.
- Ensure all Alcon equipment and demonstration units are operating according to product specifications and quality standards.
- Research, evaluate, and recommend equipment upgrades, enhancements, or new solutions that meet customer needs.
- Deliver product training and technical briefings to customers, distributors, vendors, and internal stakeholders.
- Provide technical consultation and support to customers regarding equipment operation, maintenance, and service requirements.
- Support Annual Maintenance Contract (AMC) and Comprehensive Annual Maintenance Contract (CAMC) opportunities, renewals, and customer retention activities.
- Build and maintain strong customer relationships to support business growth and customer satisfaction.
- Prepare service reports, maintenance records, installation documentation, and equipment performance assessments.
- Support product failure investigations and communicate findings to Engineering, Quality, and Product Support teams.
- Collaborate with cross-functional teams to improve service processes, equipment reliability, and customer experience.
Manage Day-to-Day Activities
- Respond to field service requests and provide timely resolution to customer equipment issues.
- Plan and execute assigned service activities while meeting service level agreements and customer expectations.
- Conduct equipment inspections and preventive maintenance activities according to established schedules.
- Diagnose equipment failures using technical knowledge, diagnostic tools, and troubleshooting methodologies.
- Escalate critical technical issues when necessary and coordinate with Engineering and Product Support teams for resolution.
- Maintain service inventory, spare parts, tools, and equipment required for field service activities.
- Ensure complete and accurate service records are maintained within approved systems and documentation platforms.
- Monitor equipment performance trends and proactively identify opportunities for service improvements.
- Coordinate site visits, installations, maintenance schedules, and repair activities with customers and internal stakeholders.
- Support product evaluations, demonstrations, and field trials as required.
- Maintain readiness and compliance of demonstration equipment and service tools.
- Participate in continuous improvement initiatives, technical training programs, and engineering projects.
Compliance
- Ensure all processes, policies, and procedures are documented and followed in accordance with company standards and global operating requirements.
- Maintain compliance with GxP regulations by adhering to approved Standard Operating Procedures (SOPs), documentation requirements, and quality standards.
- Ensure accurate, complete, and auditable records are maintained for all service activities, maintenance tasks, installations, repairs, and customer interactions.
- Support internal audits, quality system requirements, and regulatory compliance initiatives.
- Complete all required compliance, quality, safety, and regulatory training within established timelines.
- Identify risks, quality concerns, and process gaps while supporting corrective and preventive actions.
- Promote a strong culture of safety, compliance, quality, and continuous improvement.
People Management
- Actively support organizational values and ways of working through collaboration, accountability, customer focus, and continuous improvement.
- Develop effective working relationships with customers, distributors, vendors, service partners, and internal stakeholders.
- Share technical knowledge, service best practices, and product expertise with team members and business partners.
- Support organizational change initiatives, system implementations, process enhancements, and knowledge-sharing activities.
- Contribute to a high-performing technical service organization focused on customer satisfaction and operational excellence.
WHAT YOU'LL BRING
Education:
(minimum/desirable)
- Associate Degree, Diploma, Bachelor's Degree, or equivalent qualification in Engineering, Biomedical Engineering, Electrical Engineering, Electronics Engineering, Mechanical Engineering, Medical Technology, or related technical disciplines.
- Professional technical certifications related to medical devices, equipment servicing, or engineering disciplines are an added advantage.
Languages:
- Fluent in written and spoken English.
- Additional local language proficiency is preferred to support customer and stakeholder interactions.
Experience:
- 1 to 3 years of relevant experience in Field Service Engineering, Medical Device Servicing, Technical Support, Equipment Maintenance, Biomedical Engineering, or related functions.
- Experience installing, maintaining, troubleshooting, and repairing technical or medical equipment.
- Knowledge of preventive maintenance, corrective maintenance, equipment validation, and service documentation processes.
- Experience conducting technical training, product demonstrations, and customer support activities.
- Experience working in medical device, healthcare, pharmaceutical, life sciences, or other regulated industries is preferred.
- Experience supporting surgical systems, diagnostic equipment, or capital equipment is an advantage.
Technical Skills:
- Strong troubleshooting and problem-solving capabilities.
- Knowledge of electrical, electronic, mechanical, and biomedical systems.
- Understanding of equipment installation, calibration, validation, repair, and maintenance processes.
- Ability to interpret technical manuals, engineering drawings, and service documentation.
- Familiarity with service management systems and documentation tools.
- Proficiency in Microsoft Office applications and technical reporting.
- Knowledge of quality systems, GxP requirements, and regulatory compliance standards is preferred.
Personal Attributes:
- Strong customer service orientation and commitment to customer satisfaction.
- Excellent analytical and problem-solving skills.
- Effective communication and stakeholder management capabilities.
- Strong attention to detail and documentation accuracy.
- Ability to work independently and manage multiple priorities.
- Proactive, adaptable, and results-oriented mindset.
- Willingness to travel frequently to customer sites and support field activities.
- Flexible to respond to urgent customer needs and business-critical situations when required.
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