Technical Services Associate

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. Invoicing of Service orders in ERP. Focusing on Billable orders.
- Handle customer direct parts requests including ordering and invoicing.
- Dispatch engineers on customers and internal demands including case and work-order creation and management.
- Handle onboarding of new/reprocessed equipment including creation of warranty entitlements and PM-plans. Including installation planning in coordination with involved stakeholders.
- Maintain high data integrity with the Installed Base data in CRM including connections to other systems. Maintain vital documentation and keep data updated according to local SOPs. Assist with maintaining documentation necessary for Field Service processes.
- Collaborate with commercial organization with support to tenders and other needs.
- Prepare data for setup of new service contracts and data needed for renewal and extension of existing contracts. Management of expiring service contracts including opportunity management, quotes, offer to customer and contract documents.
- Coordinate Service contract configuration in collaboration with EFA-team. Including management of fixed assets and reconciliation.
- Assist with master data management in ERP and CRM, including materiel configuration, extension, pricing etc.
- Assist with spare parts ordering and returning process as the local in-house representative including assistance with management of the returning of parts-out, excess stock and DOA parts to regional distribution center.

What you’ll bring to Alcon:

- Excellent MS office skills. SAP and ServiceMax/SalesForce experience preferred.
- Customer Service Experience (internal & external customers), ability to demonstrate high customer satisfaction levels of service, build relationships and gain trust.
- Ability to work as part of a team across multiple functions, build relationships and effectively communicate.
- Proven experience of prioritizing and effective time management.
- Good analytical skills. Ability to manage complexity and interdependence between data in different systems.
- Problem Solving: Takes a logical and analytical approach to solving problems; generates workable solutions and resolves issues/challenging situations.
- High quality mindset. Demonstrates a high sense of delivering accurate information and is aimed at continuously seeking improvements to current processes.
- Self-Motivation: Self-starter able to work independently and proactively on own initiative, with mínimal / little supervision. Is highly committed.
- Results Orientated: Demonstrates a high degree of results orientation; drive, enthusiasm and commitment towards achieving results / fulfilling objectives; ability to work under pressure / strict deadlines.

HOW YOU CAN THRIVE AT ALCON:

- Comprehensive benefits package
- Training and continuous development; Be part of a high performing leader in ophthalmology company with a lot of opportunities to further develop your professional career.
- International exposure
- Open, friendly, and collaborative culture; Work in a challenging environment with an outstanding team that will support him to achieve goals and performance.

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