Principal, Product Service Engineer

Alcon Research•Lake Forest, CA

6h•Onsite

About The Position

Alcon is hiring a Principal, Product Service Engineer to shape product support for advanced surgical, diagnostic, visualization, and connected medical devices worldwide. This on-site role in Lake Forest, California, influences product design, leads service readiness, and advances secure remote diagnostics and software updates throughout the product lifecycle, from development through end of life. It is a principal-level individual contributor position with no direct reports. The engineer owns support strategy for an assigned portfolio and translates service needs into requirements, project plans, and technical deliverables. The role partners with Research and Development to improve serviceability, diagnostics, reliability, uptime, and lifecycle support costs; coordinates launch readiness; and defines reusable connectivity and remote-support capabilities. It also leads field investigations and root-cause resolution, supports secure and compliant service workflows, and creates technical guidance and training for global service teams. Work includes coordinating with teams across engineering, digital health, security, Quality, manufacturing, supply chain, commercial, clinical, and service.

Requirements

Bachelor’s degree or equivalent years of directly related experience; accepted equivalencies include high school plus 13 years, associate degree plus 9 years, master’s degree plus 2 years, or PhD plus 0 years.
At least 5 years of relevant experience.
Fluency in reading, writing, understanding, and communicating 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, preferably biomedical, electrical, computer, or network engineering.
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 lead engineering delivery, including requirements, project plans, dependencies, risks, milestones, and technical deliverables.
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, secure remote access, software updates, diagnostics, device logs, and monitoring capabilities.
Lead field investigations with engineering and Quality, driving root-cause resolution, corrective and preventive actions, and product or service improvements.
Partner with security and privacy teams to 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, communicating risks and tradeoffs and managing competing workstreams.