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Field Service Engineer

hace 1 mes

Panama Alcon A tiempo completo

Main Responsabilities:

- Complete preventative maintenance routine as scheduled and per contract conditions, as well as emergency calls. Test repaired instruments in all operating modes and demonstrates that repaired instruments operate at Alcon’s specifications. Minimize instrument failure call back
- Install retrofits and instruct customers of resultant benefits and changes
- Responsible for customer satisfaction on assigned territory. 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
- Supports the distributor's technical service FSE for the optimal resolution of service activities when they require advanced support (Field Repairs, Maintenance Services and Mandatory actions)
- Communicates equipment problems, quality issues and customer concerns to the appropriate in-house personel and the TS Manager within the established guidelines. Consult with local and international management on chronic or unusual problems
- Responsible for controlling expenses within budgeted guidelines
- Support spare parts management, including the timely return of strategic spare part cores.
- Ensure all resources (parts, tools etc.) are available for successful customer call completion
- Strategically promote, educate and market Alcon services to customers
- Ensure reporting and CRM system management. Provides timely and accurate documentation on services performed
- 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
- Achieve technical training certifications to meet requirements and scope of responsibilities
- Ensures that the knowledge is properly and efficiently transferred to the distributor engineers. Acts as a mentor for external engineers in order to develop their technical skills and capabilities
- 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
- Advanced technical know-how and product knowledge related to Cataract and/or Refractive Surgical Device products
- Builds extensive internal and/or external networks to facilitate achievement of objectives
- May provide coaching to Field Service Engineers, Act as a role model and share best practices with junior Field Service Engineers
- Provides detailed advice on complex situations by using previous experience to identify the most appropriate option. May provide recommendations on adaptions or improvements to existing processes
- Able to travel for 80% amount of the available time annually
- Highly experienced and capable on providing solution and perform under pressure

**Requirements**:

- Able to travel for 80% amount of the available time annually
- Highly experienced and capable on providing solution and perform under pressure.
- Miminum: Bachelor's degree on Electric, Electronic or Biomedical Engieering or equivalent.
- Miminum: Three (3) years of related experience
- Advanced ENGLISH