Field Service Engineer

This is a fully remote position, open to applicants in Italy.

📋 Description

• Offering technical guidance to clients, which includes the commissioning, installation, and testing of products and equipment.

• Executing installation, urgent repairs, preventative maintenance, as well as retrofitting and upgrading Alcon surgical equipment.

• Enhancing customer satisfaction by delivering the highest quality of service.

• Detecting and resolving more complex issues related to start-up processes.

• Investigating, assessing, and proposing new products or equipment enhancements that fulfill customer requirements.

• Cultivating ongoing relationships with clients to ensure future business opportunities.

• Addressing and troubleshooting implementation challenges and/or providing training to customers regarding the features of their purchased equipment.

• Conducting scheduled preventative maintenance routines and handling emergency calls as stipulated in contract terms.

• Testing repaired instruments across all operational modes and ensuring they meet Alcon’s specifications.

• Reducing instrument failure callbacks.

• Installing retrofits and educating customers on the benefits and changes that result.

• Maintaining a high level of communication with clients, sales teams, Clinical Applications, and operations within the designated region.

• Reporting equipment issues, quality concerns, and customer feedback to the relevant in-house personnel following established protocols.

• Consulting with both local and international management regarding chronic or atypical issues.

• Overseeing expenses to remain within budgetary constraints.

• Delivering commercial proposals to clients concerning the technical services portfolio.

• Managing and enhancing the penetration of technical service contracts within the assigned territory.

• Supporting spare parts management, including the prompt return of strategic spare part cores.

• Achieving inventory turnover goals for the respective area or region.

• Ensuring all necessary resources (parts, tools, etc.) are available for the successful completion of customer calls.

• Ensuring effective management of reporting and CRM systems.

• Providing insights to the sales team and management regarding any commercial opportunities.

⛳️ Requirements

• Proficiency in both Italian and English (spoken and written).

• A Bachelor’s or Master’s Degree in Telecommunications, Electronics, or Industrial Engineering.

• Experience or knowledge in networking or telecommunications.

• Familiarity with local area networking and communications.

• Understanding of DICOM Standards and Ris/Pacs systems is a plus.

• Previous similar experience would be a significant advantage.

• A Master’s degree in Biomedical Engineering is an additional asset.

• A valid driving license.

🏝️ Benefits

• A competitive salary package that includes a fixed salary, bonuses, a company car, and health insurance.

• A flexible working environment with skilled and dedicated colleagues.

• Training on systems and products.

• The ability to adjust your work schedule to meet your needs - please note that this is a field role, and a significant portion of the time (up to 80%) will be dedicated to traveling and visiting customers.