Associate, Field Technical Service Engineer

Alcon; Selangor; On-site; MYR 67,000 - 100,000; Full time

Job summary

Alcon in Malaysia is seeking an Associate, Field Technical Service Engineering to deliver installation, maintenance, commissioning, validation, and troubleshooting of surgical and diagnostic equipment at customer sites.

You will collaborate with Sales, Technical Service, Quality, and Engineering to resolve technical issues, maintain compliance with SOPs and GxP, document service activities, and contribute to continuous improvement while building strong customer relationships.

Qualifications

• Experience in field service for medical devices or similar equipment.
• Ability to install, validate, and troubleshoot complex equipment.
• Familiarity with SOPs and GxP regulations is a plus.

Responsibilities

• Install, commission, validate, and test Alcon equipment at customer sites.
• Perform preventive and corrective maintenance, upgrades, and repairs.
• Troubleshoot complex issues and restore equipment functionality.
• Ensure equipment adheres to product specifications and quality standards.
• Maintain accurate service records and documentation in approved systems.

Skills

Field service

Installation

Maintenance

Troubleshooting

Customer support

GxP compliance

Documentation

Job description

At Alcon, we are inspired by the meaningful work we do to help people see brilliantly. As the global leader in eye care, we boldly innovate, champion progress, and act with speed. We recognize and celebrate the contributions of our people, offering career opportunities that empower growth and fulfillment. Together, we go above and beyond to make a lasting impact on the lives of our patients and customers. We cultivate an inclusive culture and invite diverse, talented individuals to join us in shaping the future of eye care.

Associate, Field Technical Service Engineering (Science/Tech/Engineering Path) is responsible for providing technical service, maintenance, installation, troubleshooting, and customer support for Alcon surgical and diagnostic equipment. The role ensures all customer and demonstration equipment operates according to specifications while delivering high-quality service, technical expertise, and operational excellence.

The position serves as a key technical resource for customers, supporting equipment installations, corrective and preventive maintenance activities, upgrades, retrofits, and repair services. The Associate works closely with customers, Sales, Technical Service teams, Quality, Engineering, and other internal stakeholders to resolve technical issues, improve equipment reliability, and maintain customer satisfaction.

Additionally, the Associate is responsible for ensuring compliance with applicable SOPs, GxP requirements, company policies, quality standards, and regulatory requirements while maintaining accurate service documentation and supporting continuous improvement initiatives.

KEY RESPONSIBILITIES

Service Deliveries

• Perform installation, commissioning, validation, and testing of Alcon equipment at customer sites in accordance with company standards and customer requirements.
• Conduct preventive maintenance, corrective maintenance, repairs, upgrades, retrofits, and product modifications for Alcon surgical and diagnostic instruments.
• Troubleshoot complex technical issues and identify effective solutions to restore equipment functionality and performance.
• Ensure all Alcon equipment and demonstration units are operating according to product specifications and quality standards.
• Research, evaluate, and recommend equipment upgrades, enhancements, or new solutions that meet customer needs.
• Deliver product training and technical briefings to customers, distributors, vendors, and internal stakeholders.
• Provide technical consultation and support to customers regarding equipment operation, maintenance, and service requirements.
• Support Annual Maintenance Contract (AMC) and Comprehensive Annual Maintenance Contract (CAMC) opportunities, renewals, and customer retention activities.
• Build and maintain strong customer relationships to support business growth and customer satisfaction.
• Prepare service reports, maintenance records, installation documentation, and equipment performance assessments.
• Support product failure investigations and communicate findings to Engineering, Quality, and Product Support teams.
• Collaborate with cross-functional teams to improve service processes, equipment reliability, and customer experience.

Manage Day-to-Day Activities

• Respond to field service requests and provide timely resolution to customer equipment issues.
• Plan and execute assigned service activities while meeting service level agreements and customer expectations.
• Conduct equipment inspections and preventive maintenance activities according to established schedules.
• Diagnose equipment failures using technical knowledge, diagnostic tools, and troubleshooting methodologies.
• Escalate critical technical issues when necessary and coordinate with Engineering and Product Support teams for resolution.
• Maintain service inventory, spare parts, tools, and equipment required for field service activities.
• Ensure complete and accurate service records are maintained within approved systems and documentation platforms.
• Monitor equipment performance trends and proactively identify opportunities for service improvements.
• Coordinate site visits, installations, maintenance schedules, and repair activities with customers and internal stakeholders.
• Support product evaluations, demonstrations, and field trials as required.
• Maintain readiness and compliance of demonstration equipment and service tools.
• Participate in continuous improvement initiatives, technical training programs, and engineering projects.

Compliance

• Ensure all processes, policies, and procedures are documented and followed in accordance with company standards and global operating requirements.
• Maintain compliance with GxP regulations by adhering to approved Standard Operating Procedures (SOPs), documentation requirements, and quality standards.
• Ensure accurate, complete, and auditable records are maintained for all service activities, maintenance tasks, installations, repairs, and customer interactions.
• Support internal audits, quality system require