Sr. Associate, Field Technical Service Engineering

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.

Sr. Associate, Field Technical Service Engineering (Science/Tech/Engineering Path) is responsible for providing advanced technical service and engineering support for Alcon equipment installed at customer sites and demonstration facilities. The role ensures equipment operates effectively according to specifications, delivers high-quality technical support, resolves complex equipment issues, and maintains strong customer relationships to support ongoing business growth.

The position serves as a key technical resource, supporting equipment installation, troubleshooting, maintenance, product evaluations, and serviceability improvements. The role collaborates closely with customers, Sales, Service Operations, Engineering, Quality, and Product Support teams to identify and resolve technical issues while driving customer satisfaction and equipment reliability.

Additionally, the Sr. Associate is responsible for ensuring compliance with applicable SOPs, GxP requirements, quality standards, and regulatory obligations while continuously contributing to operational excellence, service improvements, and customer success.

KEY RESPONSIBILITIES

Service Deliveries

• Ensure all Alcon equipment installed at customer sites and demonstration locations functions effectively and performs according to specifications.
• Perform specialized technical service activities, complex troubleshooting, diagnostics, repairs, and maintenance for assigned products and equipment.
• Conduct technical investigations and research activities to optimize equipment performance and project outcomes.
• Identify, analyze, and resolve complex equipment startup, installation, operational, and performance issues.
• Evaluate customer requirements and recommend appropriate products, technologies, enhancements, or equipment upgrades.
• Provide technical consultation and product support to customers regarding equipment operation, maintenance, and best practices.
• Deliver product demonstrations, technical training, and user guidance to customers and end-users.
• Support service contract activities, including Annual Maintenance Contracts (AMC) and Comprehensive Annual Maintenance Contracts (CAMC), renewals, and business development initiatives.
• Prepare detailed technical reports related to product failures, serviceability issues, and field performance trends.
• Escalate recurring product quality concerns and equipment performance issues to appropriate Engineering, Quality, or Product Support teams.
• Support new product introductions, field evaluations, validation activities, and engineering change implementations as required.

Manage Day-to-Day Activities

• Perform preventive maintenance, corrective maintenance, installation, commissioning, and equipment upgrades at customer locations.
• Maintain accurate service records, customer equipment histories, maintenance documentation, and service logs.
• Monitor equipment performance and proactively identify opportunities to improve reliability, uptime, and customer satisfaction.
• Coordinate service activities and schedules to ensure timely customer support and issue resolution.
• Communicate effectively with customers regarding equipment status, maintenance requirements, and service recommendations.
• Analyze technical issues to determine root causes and implement corrective or preventive actions.
• Collaborate with cross-functional teams including Sales, Technical Support, Engineering, Quality, and Supply Chain to resolve field-related issues.
• Ensure proper management of spare parts, tools, service documentation, and technical resources.
• Support continuous improvement initiatives focused on service efficiency, customer experience, and operational effectiveness.
• Maintain a high level of technical knowledge and stay current with new products, technologies, and service procedures.

Compliance

• Ensure all processes, policies, and service activities are performed in accordance with company standards, approved procedures, and regulatory requirements.
• Adhere to GxP regulations by strictly following approved Standard Operating Procedures (SOPs), documentation practices, and quality requirements.
• Maintain complete, accurate, and auditable service records, maintenance reports, technical documentation, and customer-related records.
• Ensure rigorous quality control and compliance throughout all service and engineering activities.
• Complete all required compliance, quality, technical, and regulatory training within established timelines.
• Support audit readiness and compliance initiatives through proper documentation and adherence to internal controls.
• Identify opportunities for process improvements and support implementation of corrective and preventive actions.
• Demonstrate commitment to continuous improvement and regulatory compliance across all responsibilities.

People Management

• Build and maintain strong professional relationships with customers to support long-term business partnerships.
• Collaborate effectively with internal stakeholders across Service, Sales, Engineering, Quality, and Operations functions.
• Demonstrate customer focus, accountability, teamwork, and continuous improvement in daily activities.
• Share technical knowledge, best practices, and operational expertise with team members and stakeholders.
• Support organizational initiatives, process enhancements, product launches, and knowledge-transfer activities as required.
• Contribute to a high-performing service organization focused on technical excellence, customer satisfaction, and business growth.

WHAT YOU'LL BRING

Education

(minimum/desirable)

• Associate shall have the appropriate education and experience required to successfully perform the responsibilities and activities of this role.
• Degree or Diploma in Engineering, Biomedical Engineering, Electrical Engineering, Electronics Engineering, Mechanical Engineering, Science, or related technical disciplines is preferred.

Languages

• Proficiency in written and spoken English.
• Additional local language proficiency is an advantage for customer interactions and technical support activities.

Experience

• Relevant experience in Field Service Engineering, Technical Service, Biomedical Engineering, Equipment Maintenance, Technical Support, or related engineering functions.
• Experience troubleshooting, maintaining, installing, and supporting complex medical devices, healthcare equipment, or technical systems.
• Demonstrated ability to diagnose and resolve technical issues in customer-facing environments.
• Experience working directly with customers and managing service relationships.
• Experience within medical device, healthcare, pharmaceutical, or highly regulated industries is preferred.
• Experience supporting maintenance contracts, service agreements, and equipment lifecycle management is an advantage.

Technical Skills

• Strong technical troubleshooting and problem-solving capabilities.
• Understanding of equipment installation, commissioning, preventive maintenance, and repair methodologies.
• Knowledge of engineering principles, technical diagnostics, and root-cause analysis techniques.
• Ability to interpret technical documentation, schematics, manuals, and service procedures.
• Proficiency in Microsoft Office applications and service documentation systems.
• Strong reporting, documentation, and analytical skills.

Personal Attributes

• Strong customer-service orientation and relationship-building skills.
• Excellent analytical and problem-solving abilities.
• Strong communication and interpersonal skills.
• High attention to detail and commitment to quality.
• Ability to work independently while effectively collaborating within cross-functional teams.
• Proactive, adaptable, and responsive in a fast-paced environment.
• Strong organizational and time-management skills.
• Committed to compliance, continuous learning, and continuous improvement.

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