Digital Field Service Engineer - Orlando, FL - Remote

Alcon is dedicated to enhancing sight and improving global eye health with a passionate team of over 25,000 associates. The Digital Field Service Engineer is responsible for ensuring the effective functioning of Alcon equipment at customer sites, troubleshooting and repairing equipment, performing preventative maintenance, and managing installations and upgrades.

Responsibilities:

• 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

Requirements:

• 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 (Electronic Health Record) /EMR (Electronic Medical Record) 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