Field Service Engineer

Location: Mexico City / Puebla

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 customers. We foster an inclusive culture and are looking for diverse, talented people to join Alcon.

As a Field Service Engineer supporting the LATAM Technical Service team, 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 by providing the highest level of service. This role is expected to negotiate service agreements towards meeting and/or exceeding sales goals.

In this role, a typical day will include:

Deliver a good level of engineering and technical support as a subject matter expert to both internal and external customers.Provides post-sales support on all Alcon equipment, maintaining close working relationships with field sales and clinical teams to ensure customer’s needs are met.Meet annual goals and metrics as established by Field Service ManagerComplete preventative maintenance routine as scheduled and per contract conditions, as well as emergency calls. Test repaired instruments in all operating modes and demonstrates that repaired instruments operate at Alcon’s specifications. Minimize instrument failure call back.Install retrofits and instruct customers of resultant benefits and changes.Responsible for customer satisfaction on assigned territory.  Ensures a high level of communication with customers, sales force, Clinical Applications and operations within the operating region, to ensure customer needs are rapidly addressed.Communicates equipment problems, quality issues and customer concerns to the appropriate in-house personnel within the established guidelines. Consult with local and international management on chronic or unusual problems.Responsible for controlling expenses within budgeted guidelines.Support spare parts management, including the 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.Promote service contract offerings and sell service agreements to customers within the assigned territory.Must attain sales quotaStrategically promote, educate and market Alcon services to customers.Ensure reporting and CRM system management. Provides timely and accurate documentation on services performed.Perform telephone support and diagnosticsProvide feedback to the sales force and management team and inform about any commercial opportunity.  Feedback may include customer, competitor and market information gained through customer contact.Achieve technical training certifications to meet requirements and scope of responsibilities. Properly manages company assets (Company vehicle, test equipment, computer, etc.)Maintain and support GMP/QMS and any local regulation requirement.

WHAT YOU’LL BRING TO ALCON:

2 years in Alcon as Jr Field Service Engineer or 3 years of experience in a similar positionBasic Clinical knowledge of cataract and/or refractive surgical devices.Knowledge of electronic devices.Intermediate troubleshooting skills.Preferably: Medical/ophthalmic laser technology.Travel Requirements: Candidates must have the ability to travel within the assigned region and occasional overnight stays as required by customer and field training demands.  Availability to travel overseas.Education: Bachelor’s degree in engineering or related  Languages: English level intermediate.

HOW YOU CAN THRIVE AT ALCON:

Opportunity to join a growing, early-stage organization built within a mature, stable global company.Friendly working environment and a diverse and highly motivated teamIndividual career development plan and possible career growth within a newly created accountTruly international environment and daily interactions with colleagues and stakeholders from all over the worldAttractive benefits & compensation package

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Alcon is an Equal Opportunity Employer and takes pride in maintaining a diverse environment and our policies are not to discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, gender identity, marital or veteran status, disability, or any other legally protected status.