Digital Field Service Engineer - Orlando, FL - Remote

About the role

The Sr. Associate I, Field Technical Service Engineering (Science/Tech/Engineering Path), plays a crucial role in ensuring Alcon equipment and demo equipment function effectively. This role involves troubleshooting, diagnosing, and repairing equipment, performing preventative maintenance, and managing installations and upgrades.

Responsibilities

• Lead planning and installation activities of Alcon connected products.
• Cook up 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.
• Aid Sales, Clinical and In-house Teams including other Field Engineers as needed.
• Manage inventory, keep accurate records, and promptly return unused and failed parts.
• Assist in promoting service contract offerings and selling service agreements to customers within the assigned territory.

Requirements

• A High School Diploma or equivalent.
• The ability to fluently read, write, understand, and communicate in English.
• 5 years of relevant experience preferred.

Preferred Skills and 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.
• 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.