Field Service Engineer- Northern New Jersey

Alcon•Remote - New Jersey, NJ

12d

About The Position

Alcon is seeking a Surgical Field Service Engineer to support Alcon equipment at customer sites and ensure equipment and demo equipment function effectively. This field-based role serves the New York/New Jersey territory, with Northern New Jersey and the Bronx as the primary territory and coverage into New York City as needed. The engineer provides technical advice to customers and performs commissioning, installation, testing, maintenance, upgrades, troubleshooting, and repairs. The role requires advanced technical knowledge, analytical skills, and self-direction to support project performance and innovation. The position also includes developing customer relationships, supporting maintenance contract sales and renewals, documenting service activity and product issues, coordinating with customers and internal teams, and complying with Good Practice regulations, Standard Operating Procedures, and documentation requirements. Travel may include up to 30% out of territory, with overnight stays as needed.

Requirements

Associate’s degree or equivalent years of directly related experience.
Ability to fluently read, write, understand, and communicate in English.
Two years of relevant experience.

Nice To Haves

Ability to resolve problems, think analytically, and communicate professionally in high-pressure, time-sensitive customer environments.
Experience working with advanced medical devices, including devices that use lasers.
Familiarity with hospital operating room and surgery center protocols.
Working knowledge of ServiceMax or CRM tools.
Ability to lift 50 pounds, such as tools and replacement parts.

Responsibilities

Handle complex technical tasks to ensure Alcon equipment functions according to specifications.
Troubleshoot, diagnose, and repair Alcon surgical equipment within the assigned service territory.
Perform preventative maintenance, installations, and upgrades in accordance with company guidelines.
Develop ongoing customer relationships to support future business, including Annual Maintenance Contract and Comprehensive Annual Maintenance Contract sales and renewals.
Document and maintain client service logs, and prepare reports on product failure analysis and serviceability issues.
Escalate issues to relevant engineering teams.
Manage daily schedules and communicate in a timely manner with customers, dispatch, managers, regional teams, and cross-functional teams.
Follow Good Practice regulations and Standard Operating Procedures, maintaining accurate and complete documentation and quality control.
Complete required training and meet individual job requirements to support organizational compliance.