About this role
Field Service Engineer
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.
POSITION OVERVIEW The Field Service Engineer is responsible for conducting technical analysis of product implementations, modifications, and enhancements in accordance with customer specifications and operational requirements. This role performs installation, corrective maintenance, preventive maintenance, repairs, retrofits, and upgrades on Alcon Surgical instruments.
The incumbent troubleshoots technical issues, identifies effective solutions, and provides recommendations to customers and internal stakeholders to ensure optimal equipment performance. The Field Service Engineer also serves as the local on-site technical representative, delivering technical training, product briefings, and exceptional customer support while ensuring compliance with Alcon quality and service standards.
This role is part of Alcon's Technical Services organization, supporting customers through professional technical expertise, equipment reliability, and service excellence to help healthcare providers deliver outstanding patient outcomes.
KEY RESPONSIBILITIES
- Develop and implement annual plans to secure service contracts for Alcon instruments that are beyond warranty coverage.
- Perform installation, preventive maintenance, corrective maintenance, repairs, retrofits, and upgrades for Alcon Surgical instruments.
- Develop and execute preventive maintenance schedules according to company standards for instruments under warranty, service contracts, and Alcon demonstration units.
- Troubleshoot equipment issues and determine appropriate technical solutions in accordance with product specifications and customer requirements.
- Ensure high levels of customer satisfaction through professional and timely service delivery.
- Complete and submit all service documentation accurately and on time, including ServiceMax work orders, cases, and supporting attachments.
- Maintain appropriate inventory levels of spare parts, diagnostic tools, and test equipment necessary for successful service completion.
- Test repaired instruments in all operating modes and demonstrate proper functionality to customers according to Alcon specifications.
- Consult and collaborate with supervisors regarding complex,