Principal, Product Service Engineer

Alcon; Lake Forest (IL); On-site; USD 131,000 - 169,000; Full time

Benefits offered by this job

Health benefits

Retirement plan

Flexible time off

Travel up to 10%

Job summary

Alcon is seeking a Principal Engineer, Product Service Engineering to influence product design and advance secure remote diagnostics from development through end of life.

You will lead engineering delivery, own service strategy, and work with R&D to improve serviceability, diagnostics, reliability, uptime, and lifecycle costs for advanced medical devices.

Qualifications

• Bachelor's degree in engineering or related field; equivalent years of directly related experience accepted.
• 5 years of relevant experience in engineering or related field.
• Experience delivering engineering projects or major technical workstreams; ownership of requirements and milestones.
• Familiarity with service design for medical devices or complex technology products.

Responsibilities

• Lead engineering delivery across the portfolio.
• Own the service readiness and support strategy for the portfolio.
• Translate service needs into requirements, plans, and deliverables; manage risks and milestones.
• Shape product design with R&D to improve serviceability, diagnostics, and lifecycle costs.
• Define secure remote access, software updates, device logs, and monitoring capabilities.
• Lead field investigations with engineering and Quality to drive root cause resolution and CAPA.
• Create repeatable service workflows and partner with security teams to protect patient data.
• Prepare global service teams with technical guidance and training.
• Support installation requirements, customer specs, and data accuracy in SAP and ServiceMax.

Skills

Engineering delivery

Secure remote diagnostics

Project planning

Cross-functional collaboration

Education

Bachelor's degree in engineering or related field

Tools

ServiceMax

SAP

Veeva

Networking tools

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? Help design the future of product support at Alcon. Bring your technical expertise and proven engineering project experience to shape how advanced surgical, diagnostic, visualization, and connected medical devices are designed and supported worldwide.

Principal Engineer, Product Service Engineering

As Principal Engineer, Product Service Engineering, you will influence product design, lead service readiness, and advance secure remote diagnostics and software updates - from development through end of life.

What You Will Lead

• Lead engineering delivery.
• Own support strategy for an assigned portfolio.
• Turn service needs into requirements, project plans, and technical deliverables; manage dependencies, risks, and milestones.
• Shape product design.
• Partner with Research and Development to improve serviceability, diagnostics, reliability, uptime, and lifecycle support costs.
• Deliver launch readiness.
• Coordinate service plans, test procedures, documentation, training, tools, spare parts, and product data for development reviews and launch.
• Advance connected support.
• Define reusable networking and connectivity requirements, secure remote access, software updates, diagnostics, device logs, and monitoring capabilities.
• Solve complex problems.
• Lead field investigations with engineering and Quality, driving root cause resolution, corrective and preventive actions, and product or service improvements.
• Build secure service workflows.
• Partner with security and privacy teams to protect patient data and support regulatory and cybersecurity compliance.
• Equip global service teams.
• Create controlled technical guidance and train Technical Support and Field Service Engineers.
• Support installation requirements, customer specifications, service contract options, and accurate data in SAP and ServiceMax.

How You Will Work and Make an Impact

Lead through expertise. This principal-level individual contributor role has no direct reports. Influence product and service decisions through engineering judgment and cross-functional leadership. Think across systems. Connect electrical, mechanical, optical, software, and networking considerations. Use technical evidence to design practical, secure solutions. Collaborate globally. Align engineering, digital health, security, Quality, manufacturing, supply chain, commercial, clinical, and service teams around priorities and delivery. Make complexity clear. Communicate risks and tradeoffs, share expertise, and manage competing workstreams to improve launch readiness, customer uptime, and support effectiveness.

What You’ll Bring to Alcon

• Bachelor's Degree or Equivalent years of directly related experience (or high school +13 yrs; Assoc.+9 yrs; M.S.+2 yrs; PhD+0 yrs)
• The ability to fluently read, write, understand and communicate in English
• 5 Years of Relevant Experience

Preferred Qualifications

• Bachelor's degree in engineering or a related field; biomedical, electrical, computer, or network engineering preferred.
• Demonstrated subject matter expertise in service design or engineering for medical devices or complex technology products, including connected systems.
• Proven delivery of engineering projects or significant technical workstreams, including requirements ownership, cross-functional coordination, risk resolution, and completed deliverables.
• Hands‑on networking experience: wired and wireless networks, IP addressing, URL forwarding and allow‑listing, Domain Name System (DNS), firewalls, ports, and cloud connectivity.
• Strong understanding of medical device regulations and quality standards, including U.S. Food and Drug Administration (FDA) guidance and ISO 13485.
• Strong technical investigation, controlled‑document writing, and communication skills, with attention to quality and the ability to manage competing priorities.

Experience That Will Help You Stand Out

• Engineering or related degree, particularly biomedical, electrical, computer, or network engineering.
• Product development and service launch experience, including milestone‑based reviews and engineering delivery.
• Hands‑on medical device installation, maintenance, and troubleshooting, with electrical, electronic, mechanical, or optical systems training.
• Hospital networking, cloud‑connected devices, remote support, software updates, and device data or log analysis.
• ServiceMax, SAP, Veeva, or comparable service and controlled‑document systems.
• CompTIA Network+, Cisco Certified Network Associate (CCNA), or equivalent practical experience; knowledge of medical device cybersecurity and privacy, including FDA premarket guidance and IEC 81001‑5‑1.

How You Can Thrive at Alcon

• See 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 a robust benefits package including health, life, retirement, flexible time off and much more.
• Travel - up to 10%
• Sponsorship - No
• Relocation - No
• Alcon Careers
• See your impact at alcon.com/careers

Compensation and Benefits

Alcon’s Total Rewards programs are designed to align incentives with business objectives, support our values, and deliver long‑term value. Our compensation approach includes a combination of fixed and variable pay, with short‑term and long‑term incentive opportunities for eligible roles. Our benefits offerings are designed to support associates and their families across key life events, including programs that promote health and well‑being, provide financial security, and support retirement planning.

The salary range posted represents the anticipated hiring range for this role. Actual compensation may vary based on factors such as experience, skills, location, and internal equity, and may fall outside the posted range.

Pay Range $130,900.00 - $169,400.00 Pay Frequency Annual

Alcon is an Equal Opportunity Employer and participates in E-Verify.

Alcon takes pride in maintaining a diverse environment and our policies are not to discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, gender identity, 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.