Field Service Engineer - Midlands, West Country or South East

Alcon; Bath; On-site; GBP 30,000 - 45,000; Full time

Job summary

A global leader in eye care is seeking a Field Service Engineer to ensure the highest levels of customer satisfaction by performing installations, maintenance, and emergency repairs on surgical equipment. Based in the Midlands, West Country, or South East, the role involves maximizing service quality and managing customer relationships effectively. The ideal candidate has medical device experience, preferably within a theatre environment, and holds a Bachelor’s degree in Engineering. Competitive compensation and growth opportunities are offered.

Benefits

Performance bonus

Company car or allowance

Private medical healthcare

Attractive pension contribution

Qualifications

• Experience in an engineering role within a medical device environment is desirable.
• Experience working with refractive laser machines is an advantage.
• Bachelor’s degree or equivalent years of relevant experience.

Responsibilities

• Perform installation, maintenance, and emergency repairs on surgical equipment.
• Drive customer satisfaction and ensure effective communication.
• Promote and educate on Alcon services.

Skills

Medical device experience

Experience servicing and maintaining equipment

Knowledge of refractive laser machines

Strong communication skills

Education

Bachelor’s degree in Engineering or equivalent

Job description

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, 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 based in the Midlands, West Country or South East (including Birmingham, Bristol, Gloucester, Bath, Kent and Essex) by providing the highest level of service. In addition, you are expected to negotiate service agreements towards meeting and/or exceeding sales goals.

Typical day will include

• Complete preventative maintenance routine as scheduled and per contract conditions, as well as emergency calls. Test repaired instruments in all operating modes and demonstrate 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. Ensure a high level of communication with customers, sales force, Clinical Applications and operations within the operating region, to ensure customer needs are rapidly addressed.
• Communicate 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.
• Strategically promote, educate and market Alcon services to customers.
• Ensure reporting and CRM system management. Provide timely and accurate documentation on services performed.
• Provide 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 manage company assets (company vehicle, test equipment, computer, etc.).
• Where applicable, sell contract services.
• Maintain and support GMP/QMS and any local regulation requirement.

What you'll bring to Alcon

• Medical device experience in an engineering role within a theatre environment would be desirable.
• Experience servicing and maintaining equipment.
• Bachelor’s degree or equivalent years of relevant experience.
• Experience working with refractive laser machines would be an advantage but is not essential.
• We will also consider a graduate with a Bachelor’s Degree in Engineering.

How you can thrive at Alcon

• Competitive compensation package including performance bonus, company car or allowance, private medical healthcare & attractive pension contribution.
• Manage your own workload and schedule while hitting your set targets.
• Collaborate with teammates to share best practices and learnings as work evolves.
• See your career like never before with focused growth and development opportunities.

Alcon Careers

See your impact at www.alcon.com/careers