Senior Digital Field Service Engineer, Argos/ORA/DHS

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

📋 Description

• Oversee the planning and installation processes for Alcon's connected products.

• Collaborate with customer IT teams as well as Alcon Commercial teams to guarantee successful system implementation and operational efficiency.

• Conduct corrective maintenance, retrofits, upgrades, and various necessary field service tasks.

• Resolve customer issues, quality assurance concerns, and medical safety matters.

• Deliver and facilitate technical on-the-job training.

• Organize daily schedules and maintain communication with customers, dispatch, management, regional teams, and cross-functional partners.

• Accurately manage administrative duties and meet deadlines.

• Provide support to Sales, Clinical, In-house Teams, and other Field Engineers as required.

• Oversee inventory, ensure accurate record-keeping, and return unused or defective parts.

• Advocate for service contract offerings and collaborate with the Inside Sales Specialist to assist in service agreement sales within the designated territory.

⛳️ Requirements

• A background in electronics, IT, medical devices, field service, or a related technical field, bolstered by relevant education and/or hands-on experience.

• Preferably around 2+ years of IT and/or medical device field service experience.

• Comprehensive understanding of networking, electronics, and mechanical systems.

• Experience in connecting medical devices to hospital or surgery center networks is highly regarded.

• Capable of working independently with minimal supervision while effectively managing multiple priorities, schedules, and customer demands.

• Strong analytical and troubleshooting abilities.

• Outstanding customer service and professional communication skills, both written and verbal.

• Proficient in Excel, PowerPoint, Microsoft Teams, and SharePoint.

• Capability to lift up to 50 pounds.

• Possession of a valid driver's license with the ability to maintain a clean driving record.

• Willingness to work additional or non-standard hours on short notice and participate in on-call support outside of regular hours.

• Ability to spend approximately 80% of time in the field and 20% from a home office.

• Willingness to travel overnight about 50% of the time or as needed by the business.

• An Associate’s degree or equivalent years of directly related experience.

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

• Two years of relevant experience is required.

• A Bachelor's Degree in IT or electronics is preferred.

• Five years of experience in IT or medical device field service.

• Field service experience supporting medical devices, hospital networks, and firewalls.

• Familiarity with EHR / EMR systems and DICOM communication.

• Solid grasp of cloud technology.

• Experience working remotely in a customer-facing role and managing challenging customer situations.

• Demonstrated technical support skills and effective decision-making abilities.

• Knowledge of hospital operating room and surgery center protocols.

• Practical experience with ServiceMax / CRM tools.

🏝️ Benefits

• Opportunities for focused growth and development.

• Health insurance coverage.

• Life insurance provisions.

• Retirement benefits.

• Flexible time off for exempt associates.