Field Service Engineer

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

📋 Description

• Execute intricate technical tasks to ensure Alcon equipment operates effectively according to specifications.

• Diagnose, troubleshoot, and repair Alcon surgical equipment within a designated service area.

• Conduct preventative maintenance, installations, and upgrades in alignment with company protocols.

• Foster ongoing customer relationships to secure future business, including sales and renewals of Annual Maintenance Contracts/Comprehensive Annual Maintenance Contracts.

• Document and maintain service logs for clients.

• Prepare reports concerning product failure analysis and serviceability challenges.

• Elevate issues to the appropriate engineering teams.

• Oversee the daily schedule and ensure timely communication with customers, dispatch, managers, regional teams, and cross-functional teams.

• Comply with Good Practice (GxP) regulations and Standard Operating Procedures (SOPs).

• Maintain precise and complete documentation along with stringent quality control.

• Fulfill all necessary training requirements and meet individual job expectations.

⛳️ Requirements

• Associate’s degree or an equivalent amount of directly related experience.

• Proficient in reading, writing, understanding, and communicating in English.

• Two years of relevant experience.

• Capability to resolve issues, think critically, and communicate professionally in high-pressure, time-sensitive customer situations.

• Experience with advanced medical devices, including those utilizing lasers.

• Knowledge of protocols in hospital operating rooms and surgery centers.

• Familiarity with ServiceMax or other CRM tools.

• Ability to lift up to 50 pounds, including tools and replacement parts.

• Willingness to travel up to 30% outside of the territory and stay overnight as required.

• Territory encompasses Long Island, NY, extending into Queens and surrounding areas as necessary.

🏝️ Benefits

• Comprehensive benefits package that includes health, life, retirement plans, flexible time off for exempt associates, and more.

• Dedicated growth and development opportunities.

• Short-term and long-term incentive programs for eligible positions.

• Initiatives that promote health and well-being.

• Programs designed to ensure financial security.

• Assistance with retirement planning.

• Reasonable accommodations for individuals with disabilities.