Sr. Digital Field Service Engineer (Argos/ORA/DHS) Princeton NJ

Overview

Serve as the technical expert for Alcon's connected ophthalmic equipment and digital service solutions, installing, configuring, integrating and troubleshooting network-connected devices while partnering with customers to ensure secure connectivity and remote support capability.

What you'll do

• Lead planning and installation activities for Alcon connected products.
• Coordinate with customer IT teams and Alcon Commercial teams to ensure successful system implementation and operations.
• Perform corrective maintenance, retrofits, upgrades, and other required field service activities.
• Establish and maintain a high level of customer satisfaction, promptly addressing customer concerns, quality assurance matters, and medical safety issues.
• Provide and support technical on-the-job (OJT) training.
• Manage daily schedules while maintaining timely communication with customers, dispatch, managers, regional teams, and cross-functional partners.
• Maintain administrative responsibilities accurately and on time.
• Support Sales, Clinical, In-house Teams, and other Field Engineers as needed.
• Manage inventory, maintain accurate records, and promptly return unused and failed parts.
• Promote service contract offerings and partner with the Inside Sales Specialist to support service agreement sales within the assigned territory.

What you'll need

• Associate's degree or equivalent years of directly related experience.
• Ability to fluently read, write, understand, and communicate in English.
• 2 years of relevant experience.
• Background in electronics, IT, medical devices, field service, or a related technical environment, supported by relevant education and/or practical experience.
• Strong understanding of networking, electronics, and mechanical systems.
• Ability to work independently with minimal supervision and effectively manage multiple priorities, schedules, and customer needs.
• Strong analytical and troubleshooting skills, with the ability to resolve technical problems in high-pressure, time-sensitive customer environments.
• Exceptional customer service and professional written and verbal communication skills.
• Working knowledge of Excel, PowerPoint, Microsoft Teams, and SharePoint.
• Ability to lift up to 50 pounds, including tools, replacement parts, and related equipment.
• Current valid driver's license and ability to maintain a good driving record.
• Flexibility to work additional or non-standard hours on short notice and participate in on-call support outside normal working hours.

Nice to have

• Bachelor's Degree in IT / electronics.
• Approximately 2+ years of IT and/or medical device field service experience.
• Five years of IT / medical device field service experience.
• Experience connecting medical devices to hospital or surgery center networks.
• Field service supporting medical devices, hospital networks and firewalls.
• EHR (Electronic Health Record) / EMR (Electronic Medical Record) systems and DICOM communication; solid understanding of cloud technology.
• Working remotely in a customer facing position, handling and resolving difficult customer situations.
• Proven technical support skills and effective decision-making capabilities.
• Familiar with hospital operating room and surgery center protocols.
• Practical knowledge of ServiceMax / CRM tools.

Details

• Territory: Princeton, NJ, Tri-State to Philly (other locations as business needs).
• Approximately 80% in the field and 20% from a home office.
• Overnight travel approximately 50% of the time, or as business needs require.