Field Service Operations Specialist

About Alcon

At Alcon, we are driven by a singular mission: to enhance sight and empower people to see brilliantly. With a global workforce of over 25,000 associates, we lead the way in eye care innovation, fostering an environment where progress is relentless and impact is immediate. Our inclusive culture celebrates diverse perspectives and nurtures professional growth, ensuring every team member has the opportunity to thrive. Together, we are committed to transforming global eye health and improving the lives of patients and customers worldwide.

The Opportunity

As a Field Service Operations Specialist, you will be an integral part of our service operations team, responsible for managing critical aspects such as service contracts, installations, maintenance, inventory, and service-related processes. Your role will leverage your analytical acumen and operational expertise to streamline service delivery while upholding the highest standards of quality, compliance, and customer satisfaction. This position offers a dynamic environment where you can make a tangible difference in the efficiency and effectiveness of our field service operations.

Key Responsibilities

Service Operations & Customer Support

• Maintain and manage service contract documentation with precision, ensuring accurate record-keeping and compliance.
• Coordinate the installation of new and demonstration equipment, ensuring seamless execution and minimal disruption to operations.
• Provide robust support for service case management and resolution, addressing customer needs promptly and effectively.
• Oversee preventive maintenance schedules and retrofit programs to enhance equipment reliability and performance.
• Ensure the timely and effective execution of field service operations, aligning with business objectives and customer expectations.

Inventory & Asset Management

• Manage spare parts inventory to guarantee service continuity and operational efficiency, optimizing stock levels to meet demand.
• Support inventory monitoring, replenishment, and tracking activities to maintain optimal supply chain performance.
• Oversee invoicing and product return processes, ensuring accuracy and adherence to financial and regulatory standards.
• Maintain meticulous documentation related to inventory and service activities, supporting transparency and accountability.

Operational Excellence

• Perform specialized operational tasks and conduct independent analysis to identify opportunities for improving service outcomes.
• Support projects and initiatives aimed at enhancing operational efficiency and elevating service performance across the organization.
• Make informed decisions within your scope of responsibility, utilizing advanced knowledge and problem-solving skills to drive results.
• Contribute to continuous improvement efforts and process optimization initiatives, fostering a culture of innovation and excellence.

Compliance & Quality

• Ensure strict adherence to Alcon’s quality standards, Standard Operating Procedures (SOPs), and regulatory requirements to maintain operational integrity.
• Maintain accurate and complete documentation to support compliance activities, ensuring audit readiness and regulatory alignment.
• Support quality control processes and operational audits, identifying areas for improvement and implementing corrective actions.
• Complete all mandatory compliance and training requirements, staying current with industry regulations and best practices.

Qualifications

• Bachelor’s degree in Business Administration, Supply Chain Management, or Biomedical Engineering.
• Proven experience in medical device service operations, with a deep understanding of field service management principles.
• Proficiency in SAP/ERP systems, with the ability to leverage technology to streamline operations and enhance decision-making.
• Fluency in both English and Arabic, with exceptional verbal and written communication skills to engage effectively with diverse stakeholders.
• Demonstrated ability to coordinate cross-functional activities, collaborating seamlessly with engineers, customers, logistics, finance, and commercial teams.

What You'll Bring

• A customer-focused mindset, committed to delivering service excellence and exceeding customer expectations.
• Strong organizational and time-management skills, with the ability to prioritize tasks in a fast-paced and dynamic environment.
• Attention to detail and a proactive approach to problem-solving, ensuring issues are addressed before they escalate.
• A collaborative mindset, with a passion for continuous improvement and a drive to achieve operational excellence.

How You Can Thrive At Alcon

Join a global leader in eye care and make a direct impact on customer satisfaction and patient outcomes. As part of our collaborative team, you will contribute to continuous improvement and operational excellence while developing your expertise in a dynamic healthcare environment. Alcon is committed to fostering innovation, learning, and professional growth, providing you with the tools and opportunities to advance your career. Explore your potential and see the impact of your work at alcon.com/careers.

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If you are currently an active employee or contingent worker at Alcon, please click the appropriate link below to apply on the Internal Career site:

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