Field Service Engineer- Cape Town at Alcon - A Novartis Division

Position Purpose

• Responsible for carrying out installation, emergency repair, preventive maintenance and performing retrofits and upgrades on Alcon surgical equipment. The role is responsible for maximizing customer satisfaction within the assigned territory by providing the highest level of service. Where applicable, this role is expected to negotiate service agreements towards meeting and/or exceeding sales goals.

Major Accountabilities

• 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.
• Ensure field retrofits are carried out before due date and share resultant benefits and changes with customers.
• 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.
• Communicates equipment problems, quality issues and customer concerns to the appropriate in-house personal 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. Maintain minimal spare parts inventory while achieving high customer service. Attain inventory turn goals for the area/region.
• Ensure all resources (parts, tools etc.) are available for successful customer call completion.
• Strategically promote, educate and market Alcon services to customers.
• Ensure accurate service reporting and CRM system management. Provides timely and accurate service documentation following all field activity 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.
• Properly manages company assets (Company vehicle, test equipment, computer, etc.)
• Maintain and support GMP/QMS and any local regulation requirement.

Ideal Background
Education

• Minimum: Bachelors degree or equivalent years of relevant experience Biomedical/Clinical Engineering
• Experience in Medical device maintenance
• Availability to travel internationally and domestically (85%)

Languages

• Local language; fluent English level is preferred

Experience

• Minimum: 3 years of related experience