Principal, Product Service Engineer

Alcon•Lake Forest, CA

14h•$130,900 - $169,400•Onsite

About The Position

The Principal, Product Service Engineer shapes product support for Alcon’s surgical, diagnostic, visualization, and connected medical devices worldwide. This principal-level individual contributor owns support strategy for an assigned portfolio and influences product design, service readiness, and secure remote diagnostics and software updates throughout the product lifecycle, from development through end of life. The role is on-site in Lake Forest, California, with travel up to 10%. It has no direct reports. The engineer translates service needs into requirements, project plans, and technical deliverables; manages dependencies, risks, and milestones; and partners with Research and Development to improve serviceability, diagnostics, reliability, uptime, and lifecycle support costs. The role coordinates launch readiness, including service plans, test procedures, documentation, training, tools, spare parts, and product data. It also defines reusable networking and connectivity requirements for secure remote access, software updates, diagnostics, device logs, and monitoring. The role leads field investigations with engineering and Quality to resolve root causes and drive corrective and preventive actions and product or service improvements. In partnership with security and privacy teams, the engineer develops secure service workflows that protect patient data and support regulatory and cybersecurity compliance. The position creates controlled technical guidance and trains Technical Support and Field Service Engineers, while supporting installation requirements, customer specifications, service contract options, and accurate data in SAP and ServiceMax. The engineer works across electrical, mechanical, optical, software, and networking disciplines and collaborates globally with engineering, digital health, security, Quality, manufacturing, supply chain, commercial, clinical, and service teams. The role communicates risks and tradeoffs, shares technical expertise, and manages competing workstreams to improve launch readiness, customer uptime, and support effectiveness. Alcon offers growth and development opportunities and a benefits package that includes health, life, retirement, flexible time off, and other programs. Sponsorship and relocation are not offered.

Requirements

Bachelor’s degree or equivalent directly related experience; the stated alternatives include high school plus 13 years, an associate degree plus 9 years, an M.S. plus 2 years, or a Ph.D. with 0 years.
Five years of relevant experience.
Ability to fluently read, write, understand, and communicate in English.
Demonstrated subject matter expertise in service design or engineering for medical devices or complex technology products, including connected systems.
Proven delivery of engineering projects or significant technical workstreams, including requirements ownership, cross-functional coordination, risk resolution, and completed deliverables.
Hands-on networking experience with wired and wireless networks, IP addressing, URL forwarding and allow-listing, DNS, firewalls, ports, and cloud connectivity.
Strong understanding of medical device regulations and quality standards, including FDA guidance and ISO 13485.
Strong technical investigation, controlled-document writing, and communication skills, attention to quality, and ability to manage competing priorities.

Nice To Haves

Bachelor’s degree in engineering or a related field; biomedical, electrical, computer, or network engineering is preferred.
Product development and service launch experience, including milestone-based reviews and engineering delivery.
Hands-on medical device installation, maintenance, and troubleshooting, with training in electrical, electronic, mechanical, or optical systems.
Experience with hospital networking, cloud-connected devices, remote support, software updates, and device data or log analysis.
Experience with ServiceMax, SAP, Veeva, or comparable service and controlled-document systems.
CompTIA Network+, Cisco Certified Network Associate (CCNA), or equivalent practical experience.
Knowledge of medical device cybersecurity and privacy, including FDA premarket guidance and IEC 81001-5-1.

Responsibilities

Own support strategy for an assigned product portfolio and translate service needs into requirements, project plans, and technical deliverables.
Manage project dependencies, risks, and milestones for engineering delivery.
Partner with Research and Development to improve product serviceability, diagnostics, reliability, uptime, and lifecycle support costs.
Coordinate service readiness for product development reviews and launches, including service plans, test procedures, documentation, training, tools, spare parts, and product data.
Define reusable networking and connectivity requirements for secure remote access, software updates, diagnostics, device logs, and monitoring.
Lead field investigations with engineering and Quality; drive root cause resolution, corrective and preventive actions, and product or service improvements.
Partner with security and privacy teams to build workflows that protect patient data and support regulatory and cybersecurity compliance.
Create controlled technical guidance and train Technical Support and Field Service Engineers.
Support installation requirements, customer specifications, service contract options, and accurate data in SAP and ServiceMax.
Influence product and service decisions through engineering judgment and cross-functional leadership.
Coordinate globally with engineering, digital health, security, Quality, manufacturing, supply chain, commercial, clinical, and service teams.
Communicate technical risks and tradeoffs, share expertise, and manage competing workstreams to improve launch readiness, customer uptime, and support effectiveness.