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.
Roles and Responsibilities:
The Technical Support Engineering II is responsible for supporting Field Service Engineers and Customers through the different communication channels adopted.
Strive to resolve difficult problems relating to product deficiencies or user errors within the shortest time.
This role is tasked with maintaining product knowledge within the Tech Support group to manage escalated technical support requests.
The person in this position may also conduct training on products.
- General expert on several Alcon products.
- Generate Knowledge Articles based on the review of trends on service requests.
- Monitor and respond to GTS Now (service hotline and email/ticket support) service requests for the products he/she is trained on.
- Participate in training classes as assisting trainer or trainer in development
- Support in planning, coordinating and defining the content of product-specific training in coordination with all training locations.
- Collaborate with the Training Team when creating or reviewing training content
- Requires occasional travel, 20%
Education:
- Bachelor’s Degree or equivalent years of directly related experience
Experience (Years):
- Minimum 3 Years of Relevant Experience in Ophthalmology / Medical Device Industry in Technical Services roles.
- Experience in installing, maintaining, and repairing medical device equipment.
- Excellent problem-solving skills and ability to analyze complex technical issues.
- Strong communication skills, both verbal and written, with the ability to convey technical information clearly and concisely.
- Detail-oriented with a commitment to delivering high-quality results.
- Ability to work effectively in a fast-paced, dynamic environment.
Preferred Experience:
- Bachelor's degree in engineering or a related field. A focus on biomedical engineering or medical device technology is preferred.
- Experience troubleshooting and resolving complex issues on medical devices.
- Experience in technical service training to Field Service Engineers.
- Electrical/Electronic, Mechanical, and Optical Systems level training.
- Experience with networked products and installing medical devices in networked environments.
How You Can Thrive at Alcon:
- Opportunity to work with a leading global medical device company.
- Collaborate with a diverse and talented team in a supportive work environment.
- Competitive compensation package and comprehensive benefits.
- Continuous learning and development opportunities.
Alcon Careers
See your impact at alcon.com/careers
