Field Service Engineer

Alcon; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

Alcon is seeking a Field Service Engineer to perform installation, preventive and corrective maintenance, repairs, and upgrades on Alcon Surgical instruments. You will troubleshoot technical issues, provide on-site support and training, and liaise with customers to ensure optimal equipment performance.

As part of Alcon's Technical Services, you will deliver high-quality service, manage documentation, and support sales opportunities while traveling to customer sites as needed.

Qualifications

• Minimum 1 year of experience in the medical device service industry or related technical field.
• Experience in field service, equipment maintenance, or technical support is preferred.

Responsibilities

• Install, maintain, repair, retrofit and upgrade Alcon Surgical instruments according to specifications.
• Troubleshoot equipment issues and determine suitable technical solutions for customers.
• Deliver on-site training and product briefings to customers and internal stakeholders.
• Maintain service documentation, samples, and spare parts inventory.
• Collaborate with sales and supervisors on complex technical issues.
• Ensure compliance with Medical Safety and regulatory requirements.

Skills

Troubleshooting

Customer relationships

Communication

Independent worker

Learning mindset

Team player

MS Office

Driver's license

Travel readiness

Presentations

Education

Technical Certificate / Diploma / Bachelor's Degree

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.

POSITION OVERVIEW

The Field Service Engineer is responsible for conducting technical analysis of product implementations, modifications, and enhancements in accordance with customer specifications and operational requirements. This role performs installation, corrective maintenance, preventive maintenance, repairs, retrofits, and upgrades on Alcon Surgical instruments.

The incumbent troubleshoots technical issues, identifies effective solutions, and provides recommendations to customers and internal stakeholders to ensure optimal equipment performance. The Field Service Engineer also serves as the local on-site technical representative, delivering technical training, product briefings, and exceptional customer support while ensuring compliance with Alcon quality and service standards.

This role is part of Alcon's Technical Services organization, supporting customers through professional technical expertise, equipment reliability, and service excellence to help healthcare providers deliver outstanding patient outcomes.

KEY RESPONSIBILITIES

• Develop and implement annual plans to secure service contracts for Alcon instruments that are beyond warranty coverage.

• Perform installation, preventive maintenance, corrective maintenance, repairs, retrofits, and upgrades for Alcon Surgical instruments.

• Develop and execute preventive maintenance schedules according to company standards for instruments under warranty, service contracts, and Alcon demonstration units.

• Troubleshoot equipment issues and determine appropriate technical solutions in accordance with product specifications and customer requirements.

• Ensure high levels of customer satisfaction through professional and timely service delivery.

• Complete and submit all service documentation accurately and on time, including ServiceMax work orders, cases, and supporting attachments.

• Maintain appropriate inventory levels of spare parts, diagnostic tools, and test equipment necessary for successful service completion.

• Test repaired instruments in all operating modes and demonstrate proper functionality to customers according to Alcon specifications.

• Consult and collaborate with supervisors regarding complex, chronic, or unusual technical issues.

• Partner with sales teams to identify service-related sales opportunities and coordinate additional technical support when required.

• Monitor service tools and equipment to ensure availability, calibration, and serviceability.

• Conduct technical training and product briefings for customers, vendors, and internal stakeholders.

• Install retrofits and communicate resulting benefits and operational changes to customers.

• Support product complaint intake and ensure timely reporting to Regulatory Affairs in compliance with Medical Safety requirements.

• Perform additional duties and responsibilities as assigned by the Field Service Manager.

WHAT YOU'LL BRING TO ALCON

Education

• Technical Certificate, Diploma, or Bachelor's Degree in:

Languages

• Proficiency in local language and English, both written and spoken.

Experience

• Minimum 1 year of experience in the medical device service industry or a related technical field.

• Experience in field service, equipment maintenance, or technical support is preferred.

Competencies & Technical Skills

• Strong troubleshooting and diagnostic capabilities.

• Excellent interpersonal and customer relationship management skills.

• Strong verbal and written communication skills.

• Ability to work independently with minimal supervision.

• Quick learner with a strong results-oriented mindset.

• Team player with a proactive and customer-focused approach.

• Proficiency in Microsoft Office applications.

• Valid driver’s license and willingness to travel extensively.

• Ability to conduct technical presentations and customer training sessions.

KEY PERFORMANCE INDICATORS

• Achievement of Technical Service KPIs in accordance with Global Technical Service standards.

• Compliance with preventive maintenance schedules and service quality requirements.

• Customer satisfaction and service response performance.

• Accuracy and timeliness of service documentation and system updates.

• Effective spare parts inventory management and control.

HOW YOU CAN THRIVE AT ALCON

• Opportunity to work with a leading global medical device company.

• Collaborate with a diverse and talented team in a supportive environment.

• Continuous learning and professional development opportunities.

• Exposure to advanced ophthalmic and surgical technologies.

• Meaningful work that helps people see brilliantly.

Alcon Careers

See your impact at alcon.com/careers