Field Service Engineer

Found in: Talent SG 2A C2 - 1 week ago

Singapore ALCON PTE LTD Full time
Roles & Responsibilities

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.

Key Responsibilities:

Field Service Engineering work is focused on providing technical advice to customers including commissioning, installing, and testing of products/equipment including:

  • Identifying and correcting more complex problems associated with start-up
  • Researching, evaluating, and recommending new products or equipment upgrades that will meet customer needs
  • Developing on-going relationships with customers to secure future business
  • May resolve/troubleshoot implementation problems and/or train customers on the features of the equipment they have purchased
  • Resolution of customers technical issues in timely manner with best possible results whether on-site or remotely.
  • Collaborating with customers to provide technical and administrative support activities including repair, preventative maintenance, and upgrades on Alcon Surgical and Alcon Digital Smart Suite equipment. Provide the highest level of service, customer experience and achieve financial objectives.
  • Provide timely technical services on Alcon Surgical and Digital equipment as required including phone support, remote and onsite corrective maintenance, preventive maintenance, installation, and other service-related duties.
  • Leads the planning and installation activities of Alcon connected product by coordinating with customer, IT, and commercial team to assure successful installation.
  • Achieved all individual and department KPI.
  • Monitor all the tools used for repair and maintenance are calibrated. Work closely with Field Service Lead on sending tools for calibration before due date.
  • Perform commissioning and provide in service training for new equipment installation.
  • Schedule preventive maintenance accordingly for all customers.
  • Maintain all required records for jobs carried out for future audit purposes.
  • Work closely with the sales and marketing team to provide product support for demo equipment.
  • Communicate with customers on all product related issues to assure customer satisfaction.
  • Comply and records all on-site activities as per SOP. Document all service-related activities and alerts appropriate department (Regulatory, Quality and Regional Tech Services) and management of any potential patient injuries or crucial technical related problems.
  • Willingness to work extended hours during weekend or holiday when necessary.
  • Complete all training assignments, including on-the-job instruction as well as training in a formal classroom setting.
  • Review technical bulletins, product manuals and any other relevant technical materials.
  • Communicate equipment problems, quality issues and customer concerns to the appropriate in-house personal within the established guidelines.
  • Assist Field Service Lead/Manager in ordering and returning of spare parts in a timely manner.
  • Perform any other duties as assigned, such as lead or assist in special projects, etc.
  • Aware of Alcon servicing policies and adheres to compliance guideline.
  • Expense management and perform duties within budgetary guidelines.
  • Full support in the compliance initiatives (such as Code of Conduct, Anti-Bribery, Fair Competition, etc.)
  • Travelling involve supporting other countries if needed with short notice period.

Education:

  • Minimum: Diploma in Engineering/Electronic/Computer Networking/IT/Biomedical background
  • Preferred: Degree in Engineering/Electronic/ Computer Networking/IT/Biomedical background.

Skills and Experiences:

  • Candidates with Ophthalmic industry will be highly preferred. This will include Knowledge in Ophthalmic products preferred (Example: Cataract, Vitreoretinal and Refractive Laser equipment)
  • Deep knowledge in Alcon surgical product portfolio is highly desired.
  • Proficiency in Computer Networking and EHR (Electronic Health Record) /EMR (Electronic Medical Record) Systems and DICOM Communication configuration; Understanding of cloud technology.
  • Experience supporting healthcare customers with customer agreements, network, security, data, and privacy concerns.
  • Good communication and negotiation skills
  • Sensitive to the pharmaceutical market and strong analytical skills
  • Valid training certification on Alcon surgical product will be added advantage.
  • Good understanding of electrical, electronics, mechanical, Computer Networking, IT basics and concept.
  • Able to liaise with internal and external customer.
  • Able to perform repair and maintenance jobs with minimum supervision.
  • Able to complete all documentation works on a timely manner with high accuracy.
  • Minimum 3 Years of Relevant Experience.
  • Proficiency in English.

Why join Alcon?

- Join a global leader with a rich history of innovation and excellence in eye care.

- Be part of a collaborative and supportive team culture that values diversity and inclusion.

- Enjoy a competitive compensation package and opportunities for career advancement.

- Make a meaningful difference in the lives of patients worldwide by contributing to cutting-edge advancements in eye health.

Alcon Careers

See your impact at alcon.com/careers


Tell employers what skills you have

Field Service
Troubleshooting
Ophthalmology
Customer Support
Technical Services
Biomedical Engineering
Networking
Medical Devices
Communication Skills
Technical Support

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