[Hiring] Senior Associate, Field Technical Service Engineering @Alcon

Role Description

The Sr. Associate, Field Technical Service Engineering is responsible for providing advanced technical service and engineering support for Alcon equipment installed at customer sites and demonstration facilities. The role ensures equipment operates effectively according to specifications, delivers high-quality technical support, resolves complex equipment issues, and maintains strong customer relationships to support ongoing business growth.

The position serves as a key technical resource, supporting equipment installation, troubleshooting, maintenance, product evaluations, and serviceability improvements. The role collaborates closely with customers, Sales, Service Operations, Engineering, Quality, and Product Support teams to identify and resolve technical issues while driving customer satisfaction and equipment reliability.

Additionally, the Sr. Associate is responsible for ensuring compliance with applicable SOPs, GxP requirements, quality standards, and regulatory obligations while continuously contributing to operational excellence, service improvements, and customer success.

Qualifications

• Degree or Diploma in Engineering, Biomedical Engineering, Electrical Engineering, Electronics Engineering, Mechanical Engineering, Science, or related technical disciplines is preferred.
• Proficiency in written and spoken English.
• Additional local language proficiency is an advantage for customer interactions and technical support activities.

Requirements

• Relevant experience in Field Service Engineering, Technical Service, Biomedical Engineering, Equipment Maintenance, Technical Support, or related engineering functions.
• Experience troubleshooting, maintaining, installing, and supporting complex medical devices, healthcare equipment, or technical systems.
• Demonstrated ability to diagnose and resolve technical issues in customer-facing environments.
• Experience working directly with customers and managing service relationships.
• Experience within medical device, healthcare, pharmaceutical, or highly regulated industries is preferred.
• Experience supporting maintenance contracts, service agreements, and equipment lifecycle management is an advantage.
• Strong technical troubleshooting and problem-solving capabilities.
• Understanding of equipment installation, commissioning, preventive maintenance, and repair methodologies.
• Knowledge of engineering principles, technical diagnostics, and root-cause analysis techniques.
• Ability to interpret technical documentation, schematics, manuals, and service procedures.
• Proficiency in Microsoft Office applications and service documentation systems.
• Strong reporting, documentation, and analytical skills.

Benefits

• Build and maintain strong professional relationships with customers to support long-term business partnerships.
• Collaborate effectively with internal stakeholders across Service, Sales, Engineering, Quality, and Operations functions.
• Demonstrate customer focus, accountability, teamwork, and continuous improvement in daily activities.
• Share technical knowledge, best practices, and operational expertise with team members and stakeholders.
• Support organizational initiatives, process enhancements, product launches, and knowledge-transfer activities as required.
• Contribute to a high-performing service organization focused on technical excellence, customer satisfaction, and business growth.