At Alcon we are driven by the meaningful work we do to help people see brilliantly. We innovate boldly champion progress and act with speed as the global leader in eye care. Here you’ll be recognized for your commitment and contributions and see your career like never before. Together we go above and beyond to make an impact in the lives of our patients and foster an inclusive culture and are looking for diverse talented people to join Alcon.
As a Field Service Engineer you will be responsible for carrying out installation, emergency repair, preventive maintenance and performing retrofits and upgrades on Alcon surgical equipment. The role is responsible for maximizing customer satisfaction within the assigned territory based in the Midlands West Country or South East (including Birmingham, Bristol, Gloucester, Bath, Kent and Essex) by providing the highest level of service and negotiating service agreements towards meeting and/or exceeding sales goals.
In this role a typical day will include:
* Complete preventative maintenance routine as scheduled and per contract conditions and handle emergency calls. Test repaired instruments in all operating modes to demonstrate that repaired instruments operate at Alcon’s specifications. Minimize instrument failure callbacks.
* Install retrofits and instruct customers on resultant benefits and changes.
* Ensure customer satisfaction on the assigned territory. Maintain high level communication with customers, sales force, clinical applications and operations within the region to address needs rapidly.
* Communicate equipment problems, quality issues and customer concerns to the appropriate in‑house personnel within established guidelines. Consult with local and international management on chronic or unusual problems.
* Control expenses within budgeted guidelines.
* Support spare parts management, including timely return of strategic spare part cores. Maintain minimal spare parts inventory while achieving high customer service. Attain inventory‑turn goals for the area/region.
* Ensure all resources (parts, tools, etc.) are available for successful customer call completion.
* Strategically promote, educate and market Alcon services to customers.
* Ensure reporting and CRM system management. Provide timely and accurate documentation on services performed.
* Provide feedback to the sales force and management and inform about any commercial opportunities, including customer competitor and market information gained through contact.
* Achieve technical training certifications to meet requirements and scope of responsibilities.
* Properly manage company assets (vehicle, test equipment, computer, etc.).
* Where applicable, sell contract services.
* Maintain and support GMP/QMS and any local regulation requirements.
What you’ll bring to Alcon:
* Medical device experience in an engineering role within a theatre environment would be desirable.
* Experience servicing and maintaining equipment.
* Bachelor’s degree or equivalent years of relevant experience.
* Experience working with refractive laser machines is an advantage but is not essential.
* We will also consider a graduate with a bachelor's degree in engineering.
How you can thrive at Alcon:
* Competitive compensation package including performance bonus, company car or allowance, private medical healthcare and attractive pension contribution.
* Manage your own workload and schedule while hitting your set targets.
* Collaborate with teammates to share best practices and learnings as work evolves.
* See your career like never before with focused growth and development opportunities.
Key Skills:
* MobileIron
* Robotics
* Field Service
* Mechanical Knowledge
* Sonography
* IP Networking
* Schematics
* Mechanical Engineering
* Medical Imaging
* Human Resources
* Programmable Logic Controllers
* Troubleshooting
Employment Type: Full‑Time
Experience: years
Vacancy: 1
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