Field Service Engineer

FIELD SERVICE ENGINEER

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.
• 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.
• 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 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.
• 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.
• Accountable for achieving agreed sales, productivity and performance targets within agreed budgets and timescales.
• Develop business plans and implement related activities like customer events, sales and marketing campaigns, sales presentations necessary to achieve agreed objectives.
• Provide Key account/hospital network support, market access support; including referral networks.
• Have a deep understanding in the respective area and priority products.
• Maintain and enhance knowledge of products, product strategy, positioning, key messages, programs, company developments, customers, and competitors.
• Achieve agreed contact, coverage and frequency targets through various communication channels.
• Ensure customer satisfaction and best in class customer relationship -Ensure the accurate and timely completion of all reports.
• Handle enquiries and complaints quickly and professionally and in accordance with company procedures.
• Contribute positively to the Sales and Marketing team through co-operative relationships and collaborative efforts to achieve team and company objectives.
• Provide input into effective use of promotional funds and territory sales forecasting.
• Follow all adverse events guidelines, and Code of Conduct Guidelines as promoted by Alcon.
• Demonstrate Behavior in accordance with Alcon code of practice.

WHAT YOU’LL BRING TO ALCON:

Education

• Minimum: Engineering Degree ( Biomedical / Electrical.. )

Experience

• A minimum of 1 year of relevant experience in Medical Devices. Experience in Ophthalmology is a plus.
• Knowledge of IT Networking TCP-IP and Electronic Health Record Connectivity is a plus

Language: Fluent in English and Greek languages . Additional language will be considered an advantage.

Softs Skills

• Responsible, autonomous, committed, loyal, curious, eager to learn, results-oriented, passionate, attracted to digital and innovation, open and forward-thinker

HOW YOU CAN THRIVE AT ALCON:

● Manage your own workload and schedule while hitting your set targets

● Collaborate with teammates to share best practices and learnings as work evolves

● See your career like never before with focused growth and development opportunities

The person can be based anywhere in Athens. Office location for this role is Paiania.

Flexibility in terms of travel is required: daily travel is expected.