{"id":2498079,"url":"https://alion.io/job/alcon-associate-field-technical-service-engineer","title":"Associate, Field Technical Service Engineer","company":{"id":5809,"name":"Alcon","domain":"alcon.com","url":"https://alion.io/company/alcon","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":93,"open_postings":72,"ghost_share":0.014,"stale_share":0.25,"repost_share":0.014,"time_to_fill_p50_days":27,"computed_at":"2026-10-14T06:34:16Z"}},"role":"Field & Service","role_family":"Field & Service","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Malaysia"],"countries":["MY"],"hiring_countries":["MY"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":8500,"max_usd":14000,"period":"year","method":"role_seniority_country_cell","sample_n":14},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":true}],"status":"live","first_seen_at":"2026-10-14T05:17:50Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-14T10:40:38Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"At Alcon, we are inspired by the meaningful work we do to help people see brilliantly. As the global leader in eye care, we boldly innovate, champion progress, and act with speed. We recognize and celebrate the contributions of our people, offering career opportunities that empower growth and fulfillment. Together, we go above and beyond to make a lasting impact on the lives of our patients and customers. We cultivate an inclusive culture and invite diverse, talented individuals to join us in shaping the future of eye care.\nAssociate, Field Technical Service Engineering (Science/Tech/Engineering Path) is responsible for providing technical service, maintenance, installation, troubleshooting, and customer support for Alcon surgical and diagnostic equipment. The role ensures all customer and demonstration equipment operates according to specifications while delivering high-quality service, technical expertise, and operational excellence.\nThe position serves as a key technical resource for customers, supporting equipment installations, corrective and preventive maintenance activities, upgrades, retrofits, and repair services. The Associate works closely with customers, Sales, Technical Service teams, Quality, Engineering, and other internal stakeholders to resolve technical issues, improve equipment reliability, and maintain customer satisfaction.\nAdditionally, the Associate is responsible for ensuring compliance with applicable SOPs, GxP requirements, company policies, quality standards, and regulatory requirements while maintaining accurate service documentation and supporting continuous improvement initiatives.\nKEY RESPONSIBILITIES\nService Deliveries\nPerform installation, commissioning, validation, and testing of Alcon equipment at customer sites in accordance with company standards and customer requirements.\nConduct preventive maintenance, corrective maintenance, repairs, upgrades, retrofits, and product modifications for Alcon surgical and diagnostic instruments.\nTroubleshoot complex technical issues and identify effective solutions to restore equipment functionality and performance.\nEnsure all Alcon equipment and demonstration units are operating according to product specifications and quality standards.\nResearch, evaluate, and recommend equipment upgrades, enhancements, or new solutions that meet customer needs.\nDeliver product training and technical briefings to customers, distributors, vendors, and internal stakeholders.\nProvide technical consultation and support to customers regarding equipment operation, maintenance, and service requirements.\nSupport Annual Maintenance Contract (AMC) and Comprehensive Annual Maintenance Contract (CAMC) opportunities, renewals, and customer retention activities.\nBuild and maintain strong customer relationships to support business growth and customer satisfaction.\nPrepare service reports, maintenance records, installation documentation, and equipment performance assessments.\nSupport product failure investigations and communicate findings to Engineering, Quality, and Product Support teams.\nCollaborate with cross-functional teams to improve service processes, equipment reliability, and customer experience.\nManage Day-to-Day Activities\nRespond to field service requests and provide timely resolution to customer equipment issues.\nPlan and execute assigned service activities while meeting service level agreements and customer expectations.\nConduct equipment inspections and preventive maintenance activities according to established schedules.\nDiagnose equipment failures using technical knowledge, diagnostic tools, and troubleshooting methodologies.\nEscalate critical technical issues when necessary and coordinate with Engineering and Product Support teams for resolution.\nMaintain service inventory, spare parts, tools, and equipment required for field service activities.\nEnsure complete and accurate service records are maintained within approved systems and documentation platforms.\nMonitor equipment performance trends and proactively identify opportunities for service improvements.\nCoordinate site visits, installations, maintenance schedules, and repair activities with customers and internal stakeholders.\nSupport product evaluations, demonstrations, and field trials as required.\nMaintain readiness and compliance of demonstration equipment and service tools.\nParticipate in continuous improvement initiatives, technical training programs, and engineering projects.\nCompliance\nEnsure all processes, policies, and procedures are documented and followed in accordance with company standards and global operating requirements.\nMaintain compliance with GxP regulations by adhering to approved Standard Operating Procedures (SOPs), documentation requirements, and quality standards.\nEnsure accurate, complete, and auditable records are maintained for all service activities, maintenance tasks, installations, repairs, and customer interactions.\nSupport internal audits, quality system requirements, and regulatory compliance initiatives.\nComplete all required compliance, quality, safety, and regulatory training within established timelines.\nIdentify risks, quality concerns, and process gaps while supporting corrective and preventive actions.\nPromote a strong culture of safety, compliance, quality, and continuous improvement.\nPeople Management\nActively support organizational values and ways of working through collaboration, accountability, customer focus, and continuous improvement.\nDevelop effective working relationships with customers, distributors, vendors, service partners, and internal stakeholders.\nShare technical knowledge, service best practices, and product expertise with team members and business partners.\nSupport organizational change initiatives, system implementations, process enhancements, and knowledge-sharing activities.\nContribute to a high-performing technical service organization focused on customer satisfaction and operational excellence.\nWHAT YOU'LL BRING\nEducation:\n(minimum/desirable)\nAssociate Degree, Diploma, Bachelor's Degree, or equivalent qualification in Engineering, Biomedical Engineering, Electrical Engineering, Electronics Engineering, Mechanical Engineering, Medical Technology, or related technical disciplines.\nProfessional technical certifications related to medical devices, equipment servicing, or engineering disciplines are an added advantage.\nLanguages:\nFluent in written and spoken English.\nAdditional local language proficiency is preferred to support customer and stakeholder interactions.\nExperience:\n1 to 3 years of relevant experience in Field Service Engineering, Medical Device Servicing, Technical Support, Equipment Maintenance, Biomedical Engineering, or related functions.\nExperience installing, maintaining, troubleshooting, and repairing technical or medical equipment.\nKnowledge of preventive maintenance, corrective maintenance, equipment validation, and service documentation processes.\nExperience conducting technical training, product demonstrations, and customer support activities.\nExperience working in medical device, healthcare, pharmaceutical, life sciences, or other regulated industries is preferred.\nExperience supporting surgical systems, diagnostic equipment, or capital equipment is an advantage.\nTechnical Skills:\nStrong troubleshooting and problem-solving capabilities.\nKnowledge of electrical, electronic, mechanical, and biomedical systems.\nUnderstanding of equipment installation, calibration, validation, repair, and maintenance processes.\nAbility to interpret technical manuals, engineering drawings, and service documentation.\nFamiliarity with service management systems and documentation tools.\nProficiency in Microsoft Office applications and technical reporting.\nKnowledge of quality systems, GxP requirements, and regulatory compliance standards is preferred.\nPersonal Attributes:\nStrong customer service orientation and commitment to customer satisfaction.\nExcellent analytical and problem-solving skills.\nEffective communication and stakeholder management capabilities.\nStrong attention to detail and documentation accuracy.\nAbility to work independently and manage multiple priorities.\nProactive, adaptable, and results-oriented mindset.\nWillingness to travel frequently to customer sites and support field activities.\nFlexible to respond to urgent customer needs and business-critical situations when required.\nAlcon Careers\nSee your impact at alcon.com/careers.\nATTENTION: Current Alcon Employee/Contingent Worker\nIf you are currently an active employee/contingent worker at Alcon, please click the appropriate link below to apply on the Internal Career site.\nFind Jobs for Employees\nFind Jobs for Contingent Worker","description_format":"text","description_chars":8728,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"associate","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Malaysia","iso":"MY","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Surgical Instruments & Devices","Eyewear"],"lifecycle":[{"event":"open","at":"2026-10-14T05:17:50Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring 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