{"id":1504801,"url":"https://alion.io/job/alcon-sr-associate-field-technical-service-engineering","title":"Sr. Associate, Field Technical Service Engineering","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":94,"open_postings":67,"ghost_share":0,"stale_share":0.239,"repost_share":0.015,"time_to_fill_p50_days":29,"computed_at":"2026-10-10T05:45:15Z"}},"role":"Field & Service","role_family":"Field & Service","seniority":"senior","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":9500,"max_usd":22000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":3681},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":true}],"status":"live","first_seen_at":"2026-09-30T05:15:12Z","employer_posted_date":"2026-09-30","last_verified_at":"2026-10-11T00:39:29Z","board_verified":true,"closed_at":null,"days_open":10,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":10},"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.\nSr. Associate, Field Technical Service Engineering (Science/Tech/Engineering Path) is responsible for providing advanced technical service and engineering support for Alcon equipment installed at customer sites and demonstration facilities. The role ensures equipment operates effectively according to specifications, delivers high-quality technical support, resolves complex equipment issues, and maintains strong customer relationships to support ongoing business growth.\nThe position serves as a key technical resource, supporting equipment installation, troubleshooting, maintenance, product evaluations, and serviceability improvements. The role collaborates closely with customers, Sales, Service Operations, Engineering, Quality, and Product Support teams to identify and resolve technical issues while driving customer satisfaction and equipment reliability.\nAdditionally, the Sr. Associate is responsible for ensuring compliance with applicable SOPs, GxP requirements, quality standards, and regulatory obligations while continuously contributing to operational excellence, service improvements, and customer success.\nKEY RESPONSIBILITIES\nService Deliveries\nEnsure all Alcon equipment installed at customer sites and demonstration locations functions effectively and performs according to specifications.\nPerform specialized technical service activities, complex troubleshooting, diagnostics, repairs, and maintenance for assigned products and equipment.\nConduct technical investigations and research activities to optimize equipment performance and project outcomes.\nIdentify, analyze, and resolve complex equipment startup, installation, operational, and performance issues.\nEvaluate customer requirements and recommend appropriate products, technologies, enhancements, or equipment upgrades.\nProvide technical consultation and product support to customers regarding equipment operation, maintenance, and best practices.\nDeliver product demonstrations, technical training, and user guidance to customers and end-users.\nSupport service contract activities, including Annual Maintenance Contracts (AMC) and Comprehensive Annual Maintenance Contracts (CAMC), renewals, and business development initiatives.\nPrepare detailed technical reports related to product failures, serviceability issues, and field performance trends.\nEscalate recurring product quality concerns and equipment performance issues to appropriate Engineering, Quality, or Product Support teams.\nSupport new product introductions, field evaluations, validation activities, and engineering change implementations as required.\nManage Day-to-Day Activities\nPerform preventive maintenance, corrective maintenance, installation, commissioning, and equipment upgrades at customer locations.\nMaintain accurate service records, customer equipment histories, maintenance documentation, and service logs.\nMonitor equipment performance and proactively identify opportunities to improve reliability, uptime, and customer satisfaction.\nCoordinate service activities and schedules to ensure timely customer support and issue resolution.\nCommunicate effectively with customers regarding equipment status, maintenance requirements, and service recommendations.\nAnalyze technical issues to determine root causes and implement corrective or preventive actions.\nCollaborate with cross-functional teams including Sales, Technical Support, Engineering, Quality, and Supply Chain to resolve field-related issues.\nEnsure proper management of spare parts, tools, service documentation, and technical resources.\nSupport continuous improvement initiatives focused on service efficiency, customer experience, and operational effectiveness.\nMaintain a high level of technical knowledge and stay current with new products, technologies, and service procedures.\nCompliance\nEnsure all processes, policies, and service activities are performed in accordance with company standards, approved procedures, and regulatory requirements.\nAdhere to GxP regulations by strictly following approved Standard Operating Procedures (SOPs), documentation practices, and quality requirements.\nMaintain complete, accurate, and auditable service records, maintenance reports, technical documentation, and customer-related records.\nEnsure rigorous quality control and compliance throughout all service and engineering activities.\nComplete all required compliance, quality, technical, and regulatory training within established timelines.\nSupport audit readiness and compliance initiatives through proper documentation and adherence to internal controls.\nIdentify opportunities for process improvements and support implementation of corrective and preventive actions.\nDemonstrate commitment to continuous improvement and regulatory compliance across all responsibilities.\nPeople Management\nBuild and maintain strong professional relationships with customers to support long-term business partnerships.\nCollaborate effectively with internal stakeholders across Service, Sales, Engineering, Quality, and Operations functions.\nDemonstrate customer focus, accountability, teamwork, and continuous improvement in daily activities.\nShare technical knowledge, best practices, and operational expertise with team members and stakeholders.\nSupport organizational initiatives, process enhancements, product launches, and knowledge-transfer activities as required.\nContribute to a high-performing service organization focused on technical excellence, customer satisfaction, and business growth.\nWHAT YOU'LL BRING\nEducation\n(minimum/desirable)\nAssociate shall have the appropriate education and experience required to successfully perform the responsibilities and activities of this role.\nDegree or Diploma in Engineering, Biomedical Engineering, Electrical Engineering, Electronics Engineering, Mechanical Engineering, Science, or related technical disciplines is preferred.\nLanguages\nProficiency in written and spoken English.\nAdditional local language proficiency is an advantage for customer interactions and technical support activities.\nExperience\nRelevant experience in Field Service Engineering, Technical Service, Biomedical Engineering, Equipment Maintenance, Technical Support, or related engineering functions.\nExperience troubleshooting, maintaining, installing, and supporting complex medical devices, healthcare equipment, or technical systems.\nDemonstrated ability to diagnose and resolve technical issues in customer-facing environments.\nExperience working directly with customers and managing service relationships.\nExperience within medical device, healthcare, pharmaceutical, or highly regulated industries is preferred.\nExperience supporting maintenance contracts, service agreements, and equipment lifecycle management is an advantage.\nTechnical Skills\nStrong technical troubleshooting and problem-solving capabilities.\nUnderstanding of equipment installation, commissioning, preventive maintenance, and repair methodologies.\nKnowledge of engineering principles, technical diagnostics, and root-cause analysis techniques.\nAbility to interpret technical documentation, schematics, manuals, and service procedures.\nProficiency in Microsoft Office applications and service documentation systems.\nStrong reporting, documentation, and analytical skills.\nPersonal Attributes\nStrong customer-service orientation and relationship-building skills.\nExcellent analytical and problem-solving abilities.\nStrong communication and interpersonal skills.\nHigh attention to detail and commitment to quality.\nAbility to work independently while effectively collaborating within cross-functional teams.\nProactive, adaptable, and responsive in a fast-paced environment.\nStrong organizational and time-management skills.\nCommitted to compliance, continuous learning, and continuous improvement.\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":8643,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Continuous 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