Field Service Engineer - Illinois

At Alcon, we're passionate about enhancing sight and helping people see brilliantly. With more than 25,000 associates, we innovate fearlessly, champion progress, and act swiftly to impact global eye health. We foster an inclusive culture, recognizing your contributions and offering opportunities to grow your career like never before. Together, we make a difference in the lives of our patients and customers. Are you ready to join us?

This role is part of Alcon's Engineering function, a team focused on improving quality, processes, products, packaging and materials across our business to help deliver brilliant outcomes.The Sr. Associate I, Field Technical Service Engineering (Science/Tech/Engineering Path), is primarily responsible for ensuring Alcon equipment at customer sites and demo equipment function effectively. You will troubleshoot, diagnose, and repair equipment, perform preventative maintenance, and manage installations and upgrades. This role requires advanced technical knowledge, analytical skills, and self-direction to drive project performance and innovation.

Specifics Include:

• Handle complex technical tasks to ensure Alcon equipment functions effectively as per specifications
• Troubleshoot, diagnose, and repair Alcon surgical equipment within an assigned service territory, including preventative maintenance, installations, and upgrades per company guidelines
• Identify and correct complex problems associated with start-up
• Research, evaluate, and recommend new products or equipment upgrades that meet customer needs
• Develop ongoing relationships with customers to secure future business, including Annual Maintenance Contract/Comprehensive Annual Maintenance Contract sales and renewals
• Instruct clients on the proper usage and operation of equipment
• Document and maintain clients’ service logs and prepare reports for product failure analysis and serviceability issues
• Escalate issues to relevant engineering teams
• Manage your daily schedule while maintaining proper and timely communications with customers, dispatch, managers, regional, and cross-functional teams
• Adhere to Good Practice (GxP) regulations by strictly following Standard Operating Procedures (SOPs) and maintaining accurate and complete documentation, ensuring rigorous quality control
• Complete all required training and meet individual job requirements to contribute to the overall compliance of the organization
• Commit to continuous improvement and compliance with regulatory requirementsAll associates must adhere to GxP regulations by strictly following Standard Operating Procedures (SOPs), maintaining accurate and complete documentation, ensuring rigorous quality control, and completing all required training. Associates are responsible for meeting their individual job requirements and contributing to the overall compliance of the organization. Compliance with regulatory requirements and a commitment to continuous improvement are essential to our operations​.

Primary Responsibilities:

• Collaborating with customers to provide technical and administrative support activities including repair, preventative maintenance and upgrades on Alcon surgical equipment within a geographical region, providing the highest level of service, increase customer happiness and achieve financial objectives.
• Provide timely technical services on Alcon surgical equipment as required including phone support and onsite corrective maintenance, preventive maintenance, installation, and other service related duties.
• Communicate equipment problems, quality issues and customer concerns to the appropriate in-house personal within the established guidelines.
• Expense management and perform duties within budgetary guidelines.
• Strategically promote, educate and market Alcon services to customers.
• Accurately handles company assets (Company vehicle, test equipment, computer, etc.)
• Provides timely and accurate documentation on services performed.

What you will bring to Alcon:

• Associate’s Degree or equivalent years of directly related experience
• The ability to fluently read, write, understand and communicate in English
• 2 Years of Relevant Experience

How to Thrive at Alcon:

• Work collaboratively with teammates to share standard methodologies and findings as work evolves.
• Balance experiencing new environments and working with a 80% travel schedule.

Travel Requirements: 20% overnights in the territory, could be more for training for the first few months.

Territory: Chicagoland, Indiana, Illinois and Wisconsin

Alcon Careers

See your impact at alcon.com.careers

Qualifications: Associate shall have the appropriate education and experience to successfully perform the responsibilities/activities of this role.

ATTENTION: Current Alcon Employee/Contingent Worker

If you are currently an active employee/contingent worker at Alcon, please click the appropriate link below to apply on the Internal Career site.

Find Jobs for Employees

Find Jobs for Contingent Worker

ALCON IS AN EQUAL OPPORTUNITY EMPLOYER AND PARTICIPATES IN E-VERIFY

Alcon takes pride in maintaining an inclusive environment that values different perspectives and our policies are non-discriminatory in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, marital or veteran status, disability, or any other legally protected status. Alcon is also committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please send an email to alcon.recruitment@alcon.com and let us know the nature of your request and your contact information.