Field Service Engineer (Buffalo/Rochester)

Alcon • New York, NY

8d • $37 - $69 • Onsite

About The Position

At Alcon, we're passionate about enhancing sight and helping people see brilliantly. With more than 25,000 associates, 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. Are you ready to join us? This role is part of Alcon's Engineering function, a team focused on improving quality, processes, products, packaging and materials across our business to help deliver brilliant outcomes. As a Surgical Field Service Engineer supporting Alcon equipment at customer sites and demo equipment function effectively, you will be trusted to work on providing technical advice to customers including commissioning, installing, and testing of products/equipment in a field-based role based in in our New York Territory (Buffalo/Rochester). This role requires advanced technical knowledge, analytical skills, and self-direction to drive project performance and innovation In this role, a typical day will include: 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

Nice To Haves

• 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.

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

Benefits

• Alcon provides robust benefits package including health, life, retirement, flexible time off for exempt associates, and much more!
• Alcon’s Total Rewards programs are designed to align to incentives with business goals, encourage the right values and behaviors, and deliver long-term value.
• The first layer of our rewards program is compensation. We offer a combination of fixed pay and variable pay, which includes short-term incentives, and long-term incentives for eligible population.
• Our benefits program provides security for life events through life and disability insurance, supports savings for retirement, promotes good health and well-being and supports associates and their families during times of illness.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree