At Alcon, we're passionate about enhancing sight and helping people see brilliantly. With more than 25,000 associates, we innovate fearlessly, champion progress, and act swiftly to impact global eye health. We foster an inclusive culture, recognizing your contributions and offering opportunities to grow your career like never before. Together, we make a difference in the lives of our patients and customers. Are you ready to join us?
The Digital Field Service Engineer serves as the technical expert for Alcon's connected equipment and digital service solutions. This role is responsible for installing, configuring, integrating, and troubleshooting network-connected ophthalmic devices while partnering with customers to ensure secure connectivity, remote support capability, and optimal system performance. The DFSE collaborates with Field Service Engineers, commercial teams, and customer IT organizations to drive digital adoption, support new technology launches, and enhance the customer experience through proactive service and connectivity solutions.
In this role, a typical day will include:
- Lead planning and installation activities for Alcon connected products.
- Coordinate with customer IT teams and Alcon Commercial teams to ensure successful system implementation and operations.
- Perform corrective maintenance, retrofits, upgrades, and other required field service activities.
- Establish and maintain a high level of customer satisfaction, promptly addressing customer concerns, quality assurance matters, and medical safety issues.
- Provide and support technical on-the-job (OJT) training.
- Manage daily schedules while maintaining timely communication with customers, dispatch, managers, regional teams, and cross-functional partners.
- Maintain administrative responsibilities accurately and on time.
- Support Sales, Clinical, In-house Teams, and other Field Engineers as needed.
- Manage inventory, maintain accurate records, and promptly return unused and failed parts.
- Promote service contract offerings and partner with the Inside Sales Specialist to support service agreement sales within the assigned territory.
What Will Help You Succeed
- Background in electronics, IT, medical devices, field service, or a related technical environment, supported by relevant education and/or practical experience.
- Approximately 2+ years of IT and/or medical device field service experience is preferred.
- Strong understanding of networking, electronics, and mechanical systems.
- Experience connecting medical devices to hospital or surgery center networks is highly valued.
- Ability to work independently with minimal supervision and effectively manage multiple priorities, schedules, and customer needs.
- Strong analytical and troubleshooting skills, with the ability to resolve technical problems in high-pressure, time-sensitive customer environments.
- Exceptional customer service and professional written and verbal communication skills.
- Working knowledge of Excel, PowerPoint, Microsoft Teams, and SharePoint.
- Ability to lift up to 50 pounds, including tools, replacement parts, and related equipment.
- Current valid driver’s license and ability to maintain a good driving record.
- Flexibility to work additional or non-standard hours on short notice and participate in on-call support outside normal working hours.
- Ability to work approximately 80% in the field and 20% from a home office.
- Ability to travel overnight approximately 50% of the time, or as business needs require.
- Territory – Princeton, NJ – Tri-State to Philly (other locations as business needs)
Key Requirements/Minimum Qualifications:
- Associate’s degree or equivalent years of directly related experience
- The ability to fluently read, write, understand, and communicate in English
- 2 years of Relevant Experience
Preferred Qualifications:
- Bachelor’s Degree in IT / electronics preferred.
- Five 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.
How to Thrive at Alcon:
- Imagine your career like never before with focused growth and development opportunities
- Join Alcon’s mission to provide outstanding, innovative products and solutions to improve sight, improve lives, and grow your career!
- Alcon provides robust benefits package including health, life, retirement, flexible time off for exempt associates, and much more!
See your impact at alcon.com/careers
ATTENTION: Current Alcon Employee/Contingent Worker
If you are currently an active employee/contingent worker at Alcon, please click the appropriate link below to apply on the Internal Career site.
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ALCON IS AN EQUAL OPPORTUNITY EMPLOYER AND PARTICIPATES IN E-VERIFY
Alcon takes pride in maintaining an inclusive environment that values different perspectives and our policies are non-discriminatory in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, marital or veteran status, disability, or any other legally protected status. Alcon is also committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please send an email to alcon.recruitment@alcon.com and let us know the nature of your request and your contact information.
