Field Service Engineer
About Alcon
At Alcon, we're passionate about enhancing sight and helping people see brilliantly. With more than 25,000 associates worldwide, we innovate fearlessly, champion progress, and act swiftly to impact global eye health. We foster an inclusive culture, recognizing your contributions and offering opportunities to grow your career like never before. Together, we make a difference in the lives of our patients and customers.
The Opportunity
As a Field Service Engineer, you will be responsible for ensuring Alcon equipment performs effectively and reliably across customer sites within your assigned territory. You will troubleshoot, diagnose, repair, install, and maintain surgical equipment while delivering exceptional technical support and customer service. This role requires strong technical expertise, problem-solving skills, and a customer-focused approach to support business growth and operational excellence.
Key Responsibilities
Technical Service & Equipment Support
- Troubleshoot, diagnose, and repair Alcon surgical equipment in accordance with company standards and specifications.
- Perform preventive maintenance, installations, upgrades, and retrofit activities across assigned customer sites.
- Identify and resolve complex technical issues associated with equipment start-up and performance.
- Escalate technical issues to the appropriate engineering teams when required.
- Ensure equipment performance, reliability, and customer satisfaction through timely service delivery.
Customer Relationship Management
- Build and maintain strong relationships with healthcare professionals and customers.
- Provide technical guidance and training on the proper operation and use of Alcon equipment.
- Support Annual Maintenance Contract (AMC) and Comprehensive Annual Maintenance Contract (CAMC) sales and renewal activities.
- Act as a trusted technical advisor to customers by identifying opportunities for equipment upgrades and service enhancements.
Operational Excellence
- Manage daily service activities and prioritize workload effectively within the assigned territory.
- Maintain clear and timely communication with customers, dispatch teams, managers, and cross-functional stakeholders.
- Document service activities, maintain accurate service logs, and prepare reports related to product performance and serviceability.
- Contribute to continuous improvement initiatives that enhance service quality and operational efficiency.
Compliance & Quality
- Ensure compliance with Alcon quality standards, SOPs, and applicable regulatory requirements.
- Maintain accurate and complete service documentation.
- Adhere to GxP requirements and support quality control processes.
- Complete all required training and contribute to maintaining a culture of compliance and continuous improvement.
Qualifications
- Bachelor's degree in Engineering, Biomedical Engineering, Electronics, Mechanical Engineering, or a related technical field.
- Experience in field service, technical support, biomedical equipment, medical devices, or a related industry.
- Strong troubleshooting, diagnostic, and problem-solving skills.
- Experience supporting installations, maintenance, and repair of technical equipment.
- Excellent communication and customer relationship management skills.
- Ability to work independently and manage multiple priorities in a field-based environment.
What You'll Bring
- Strong technical aptitude and analytical thinking.
- Customer-focused mindset with a commitment to service excellence.
- Ability to work independently while collaborating effectively with cross-functional teams.
- Strong organizational and time-management skills.
- A proactive approach to solving problems and driving continuous improvement.
HOW YOU CAN THRIVE AT ALCON
- Make a direct impact on customer satisfaction and patient outcomes.
- Join a collaborative team focused on continuous improvement and operational excellence.
- Develop your expertise within a global healthcare leader.
- Grow your career in an environment that values innovation, learning, and professional development.
See your impact at alcon.com/careers
ATTENTION: Current Alcon Employee/Contingent Worker
If you are currently an active employee/contingent worker at Alcon, please click the appropriate link below to apply on the Internal Career site.