Digital Field Service Engineer - Orlando, FL - Remote

Alcon; Town of Florida (NY); Remote; USD 60,000 - 80,000; Full time

Benefits offered by this job

Robust benefits package

Opportunities for career growth

Flexible time off

Job summary

A leading eye care company is seeking a Senior Associate I, Field Technical Service Engineering, to ensure effective operations of equipment at customer sites. Responsibilities include troubleshooting and repairing equipment, maintaining high customer satisfaction, and collaborating with IT and commercial teams. The ideal candidate will have a high school diploma and five years of relevant experience, along with strong customer service and analytical skills. The position requires frequent travel across Florida and availability for on-call support.

Qualifications

• 5 Years of Relevant Experience required.
• Fluency in reading, writing, and understanding English is mandatory.
• Previous field service experience is essential.

Responsibilities

• Lead planning and installation activities for connected products.
• Troubleshoot, diagnose, and repair equipment at customer sites.
• Manage daily schedule and communications with cross-functional teams.

Skills

Networking skills

Mechanical background

Analytical thinking

Exceptional customer service

Problem-solving skills

Education

High School Diploma or equivalent

Bachelor's Degree in IT / electronics preferred

Tools

Excel

PowerPoint

MS Teams

SharePoint

ServiceMax / CRM tools

Job description

Additional Job Description

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?

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

In this role, a typical day will include:

• Lead planning and installation activities of Alcon connected products.
• Coordinate with customer's IT and Alcon commercial teams to assure successful system operations.
• Perform corrective maintenance, retrofits and upgrades.
• Establish and maintain a high level of customer satisfaction.
• Promptly address customer concerns, quality assurance and medical safety issues.
• Manage daily schedule while maintaining proper and timely communications with customers, dispatch, managers, regional and cross-functional teams.
• Maintain all administrative responsibilities in a timely and accurate manner.
• Assist Sales, Clinical and In-house Teams including other Field Engineers as needed.
• Manage inventory, keep accurate records, and promptly return unused and failed parts.
• Promote service contract offerings and assist Inside Sales Specialist in selling service agreements to customers within the assigned territory.

What You'll bring to Alcon:

• High School Diploma or equivalent
• The ability to fluently read, write, understand, and communicate in English
• 5 Years of Relevant Experience
• Strong networking, electronic and mechanical background.
• Connecting medical devices to hospital or surgery center networks.
• Previous field service experience.
• Self-starter, able to travel and work independently with minimal supervision.
• Multi-tasking capabilities, setting priorities and scheduling work activities.
• Resolve problems, think analytically and communicate professionally in high pressure, time-sensitive, customer environments.
• Ability to demonstrate exceptional customer service skills.
• Willing to work flexible hours and overtime on short notice.
• Available for "on call" support after normal working hours.
• Functional with Excel, PowerPoint, MS Teams, SharePoint.
• Ability to lift 50 pounds - i.e., tools, replacement parts, etc.
• Possess a current valid driver's license and good driving record over last three years.
• Excellent written and verbal communication skills
• Candidates must have the ability to work independently from home office 20% and in the field 80%.
• Ability to travel overnight 50% of the time or as needed.
• Bachelor's Degree in IT / electronics preferred.
• Two years of IT / medical device field service experience.
• Field service supporting medical devices, hospital networks and firewalls.
• EHR / EMR Systems and DICOM Communication; Solid understanding of cloud technology.
• Working remotely in a customer facing position - handling and resolving difficult customer situations.
• Proven technical support skills and effective decision-making capabilities.
• Familiar with hospital operating room and surgery center protocols.
• Practical knowledge of ServiceMax / CRM tools.

Position Location

• Orlando, FL
• Tampa, FL
• Entire state of Florida
• Travel outside of Florida for business needs

How to Thrive at Alcon:

• Imagine your career like never before with focused growth and development opportunities
• Join Alcon's mission to provide outstanding, innovative products and solutions to improve sight, improve lives, and grow your career!
• Alcon provides robust benefits package including health, life, retirement, flexible time off for exempt associates, and much more!

ATTENTION: Current Alcon Employee/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 [e-mail] and let us know the nature of your request and your contact information.