The Technical Support Engineering II (Sr Associate I) is responsible for supporting Field Service Engineers and Customers through the different communication channels adopted.
Strive to resolve difficult problems relating to product deficiencies or user errors within the shortest time.
This role is tasked with maintaining product knowledge within the Tech Support group to manage escalated technical support requests.
The person in this position may also conduct training on products.
Education:
- Bachelor’s Degree or equivalent years of directly related experience
- Minimum 3 Years of Relevant Experience in Ophthalmology / Medical Device Industry in Technical Services roles.
- Experience in installing, maintaining, and repairing medical device equipment.
Preferred Experience: 
- Bachelor's degree in engineering or a related field. A focus on biomedical engineering or medical device technology is preferred.
- Experience troubleshooting and resolving complex issues on medical devices.
- Experience in technical service training to Field Service Engineers.
- Electrical/Electronic, Mechanical, and Optical Systems level training.
- Experience with networked products and installing medical devices in networked environments.\
Competencies :
- Excellent problem-solving skills and ability to analyze complex technical issues.
- Strong communication skills, both verbal and written, with the ability to convey technical information clearly and concisely.
- Detail-oriented with a commitment to delivering high-quality results.
- Ability to work effectively in a fast-paced, dynamic environment.
- General expert on several Alcon products.
- Generate Knowledge Articles based on the review of trends on service requests.
- Monitor and respond to GTS Now (service hotline and email/ticket support) service requests for the products he/she is trained on.
- Participate in training classes as assisting trainer or trainer in development
- Support in planning, coordinating and defining the content of product-specific training in coordination with all training locations.
- Collaborate with the Training Team when creating or reviewing training content
- Requires occasional travel, 20%
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Alcon is an Equal Opportunity Employer and takes pride in maintaining a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, gender identity, marital status, disability, or any other reason.
