Sr. Associate, Field Technical Service Engineering

5 days ago

Klang, Selangor, Malaysia Alcon Full time

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.

POSITION OVERVIEW:

Conducts technical analysis of product implementations, modifications, and enhancements to product in accordance with specific customer specifications and implementations. Install, Corrective and Preventive Maintenance, Repair, Perform Retrofits, and upgrades on ALCON Surgical instruments. Troubleshoots technical problems and issues, determines technical solution in accordance with product and customer specifications, and recommends actions to company or customer representatives for coordinative product solution. Assesses product needs in accordance with customer specifications. Conducts technical training and product briefing with customers, vendors, and company representatives. Acts as local on-site representative to customer's organization. Where applicable, this role is expected to negotiate service agreements towards meeting and/or exceeding sales goals. This role may also manage assigned projects and new hire training.

KEY RESPONSIBILITIES:
  • Provide New Hire training and is available for leading and influencing team members through coaching, troubleshooting and handling escalations.
  • May manage a team of Field Service Engineers.
  • Responsible for the supervision, development, and training of Field Service associates that will carry out the goals and objectives of the service department.
  • Plans service activities and checks they are properly carried out in line with relevant times and costs.
  • Performs all required management responsibilities including but not limited to: performance management, training requirements, hiring, disciplinary actions, terminations, etc. Responsible for employee satisfaction, development and retention.
  • Act as a role model and share best practices with junior Field Service Engineers.
  • Contributes to strategic and tactical planning for territory/area by sharing insights.
  • Provides detailed advice on complex situations by using previous experience to identify the most appropriate option. Deep technical know-how and product knowledge related to Cataract and/or Refractive Surgical Device products. May provide recommendations on adaptions or improvements to existing processes.
  • This role may be involved as a Subject Matter Expert (SME) on different projects for specific products, processes or applications.
  • Responsible for controlling expenses within budgeted guidelines.
  • Ensure all resources (parts, tools etc.) are available for successful customer call completion.
  • Provide feedback to the sales force and management team and inform about any commercial opportunity. Feedback may include customer, competitor and market information gained through customer contact.
  • Properly manages company assets (Company vehicle, test equipment, computer, etc.).
  • Where applicable, sells contract services.
  • Maintain and support GMP/QMS and any local regulation requirement.
  • Develop and implement an annual plan to secure service contracts for existing Alcon instruments which are beyond warranty coverage.
  • Develop and perform a periodic preventive maintenance schedule according to standards for all existing Alcon instruments which are still covered by company warranty and, those with signed service contracts. Includes Alcon demo units.
  • Always ensure customer satisfaction. Ensures a high level of communication with customers, sales force, Clinical Applications and operations within the operating region, to ensure customer needs are rapidly addressed.
  • Submit neatly completed paperwork in a timely manner. System compliance on Service Max Work Orders and Cases together with necessary documents needed as attachments.
  • Ensure that all spare parts, diagnostic and test instruments necessary for successful service all completion are available. Control spare parts inventory levels and serviceability.
  • Test repaired instruments in all operating modes and demonstrate to customers that repaired instruments operate at Alcon specifications.
  • Consult with Supervisor on chronic or unusual technical problems.
  • Inform and coordinate with instrumentation sales personnel of sales opportunities and potentials. Arrange for additional technical support as required.
  • Monitor all tools for availability and calibrations.
  • Install retrofits and inform customers of resultant benefits and changes.
  • Perform other duties as may be required by the operation and/or as may be assigned by the direct supervisor.
  • Responsible for product complaint in-take from Alcon customers to be reported to Malaysia Regulatory Affairs Dept. within the timelines as specified by Medical Safety.
WHAT YOU'LL BRING TO ALCON:
Education:
  • Technical Certificate Professions/Electronic Degree/Diploma.
  • Biomedical Engineering graduate.
  • Engineering graduate.
Languages:
  • Local language & English proficiency.
Experience: Minimum:
  • 5 years experience on Medical Service Industry.
Competency/Technical Skills:
  • Excellent interpersonal and customer management skills.
  • A quick learner and can achieve results with minimal supervision.
  • Proficient communication skills: oral/written business correspondence.
  • Hardworking and Team Player.
  • Intermediate MS Office capabilities.
  • Must know how to drive/has a valid driver's license.
  • Willing to be travel anywhere in Malaysia and nearby countries.
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.
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