Associate, Field Service Operations (Technical Service Administrative)
At Alcon, we are driven by the meaningful work we do to help people see brilliantly. We innovate boldly, champion progress, and act with speed as the global leader in eye care. Here, you’ll be recognized for your commitment and contributions and see your career like never before. Together, we go above and beyond to make an impact in the lives of our patients and customers.
Job Profile:
We foster an inclusive culture and are looking for diverse, talented people to join Alcon. The Technical Services Associate is responsible for the administrative processes in the Technical Service team focusing on the customer-oriented processes by providing efficient support in response to customer needs in accordance with standard operational procedures to achieve financial, quality and customer satisfaction targets. Collaborating across departments to ensure optimal support for our technical service teams in the field.
In this role, a typical day will include:
* Processing of customer service requests, internal service requests and other inquiries.
* Case & work order review, including review of attachments and invoicing of service orders in ERP, focusing on billable orders.
* Handling customer direct parts requests, including ordering and invoicing.
* Dispatching engineers on customer and internal demands, including case and work-order creation and management.
* Handling onboarding of new/reprocessed equipment, including creation of warranty entitlements and PM-plans, and installation planning in coordination with involved stakeholders.
* Maintaining high data integrity with the Installed Base data in CRM, including connections to other systems, and keeping documentation updated according to local SOPs.
* Collaborating with the commercial organization to support tenders and other needs.
* Preparing data for setup of new service contracts and data needed for renewal and extension of existing contracts, including management of expiring service contracts.
* Coordinating service contract configuration in collaboration with the EFA team, including management of fixed assets and reconciliation.
* Assisting with master data management in ERP and CRM, including material configuration, extension, pricing, etc.
* Assisting with spare parts ordering and returning process as the local in-house representative, including management of returning parts, excess stock, and DOA parts to the regional distribution center.
What you’ll bring to Alcon:
* Excellent MS Office skills; SAP and ServiceMax/SalesForce experience preferred.
* Customer service experience (internal & external), with a demonstrated ability to achieve high customer satisfaction levels, build relationships, and gain trust.
* Ability to work as part of a team across multiple functions, build relationships, and communicate effectively.
* Proven experience in prioritizing and effective time management.
* Good analytical skills, with the ability to manage complexity and interdependence between data in different systems.
* Problem-solving skills: Takes a logical and analytical approach to solving problems; generates workable solutions and resolves challenging situations.
* High quality mindset, demonstrating a commitment to delivering accurate information and continuously seeking improvements to current processes.
* Self-motivation: A self-starter able to work independently and proactively with minimal supervision.
* Results-oriented: Demonstrates enthusiasm and commitment towards achieving results and fulfilling objectives under pressure and strict deadlines.
HOW YOU CAN THRIVE AT ALCON:
* Comprehensive benefits package.
* Training and continuous development; be part of a high-performing leader in ophthalmology with opportunities to further develop your professional career.
* International exposure.
* Open, friendly, and collaborative culture; work in a challenging environment with an outstanding team that supports you in achieving goals and performance.
Alcon Careers
See your impact at www.alcon.com/careers
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