Field Service Operations Specialist

Description du poste:

This role is part of Alcon's Technical Service function for our Medical Devices Eyecare Surgical Equipment Division, a team focused on improving quality, processes, products and services across our business to help deliver brilliant outcomes. The purpose of the job is to provide customer, administrative and logistic support to the Tech. Service organization maintaining an excellent customer relationship. The role is primarily responsible for managing medical device records, service contract set-up and invoicing, administrative support to Field Service Engineers and logistic support for spare parts shipments. You will apply technical knowledge, follow procedures, and make decisions to ensure efficient operations and excellent customer satisfaction with Alcon products and service.

Major Accountabilities:

* Responsible for providing service operations support to field service teams in the areas of triggering & tracking:

* prompt, efficient, and cost-effective response to customer needs

* products and installed base records update

* service contract management (documentation creation, set-up, invoicing)

* new/ installed/ demo equipment installations and servicing (admin. support)

* service case management in ServiceMax & SAP systems (review, closing, invoicing)

* Preventive Maintenance & Retrofit planning and on-time completion

* spare parts orders, parts stock maintenance and timely returns

* optimal quality performance of the service processes including test equipment use, calibration process, documentation processes, controlled document process etc.

Specifics Include:

* Apply technical knowledge to perform tasks and support project goals effectively

* Follow procedures with decision-making authority, requiring job-related training, attention to detail, and reliability

* Handle specific technical tasks, supporting operations and contributing to efficiency within defined procedures

* Adhere to GxP regulations by strictly following Standard Operating Procedures (SOPs)

* Maintain accurate and complete documentation, ensuring rigorous quality control

* Complete all required training and meet individual job requirements

* Contribute to the overall compliance of the organization by committing to continuous improvement and adherence to regulatory requirements

Requirements:

* College Level qualification or equivalent as minimum

* Up to 2 years of work experience, ideally in an administrative role

* Experience in the pharmaceutical or healthcare industry is a plus but not required

* Experience with SAP and Salesforce CRM (ServiceMax) systems is an advantage

* Strong organizational skills and attention to detail and data integrity

* Communication Skills (oral, written and listening ability): Effectively and efficiently convey clear, complete and focused information

* Prioritizing tasks efficiently and productively and managing time well

* Adaptability/Flexibility: Highly adaptable / flexible - ability to react and respond positively to changing conditions, priorities and workload

* Fluent communication skills in both Czech and English

* Ability to manage multiple tasks and meet deadlines

* Proficiency in Microsoft Office (Word, Excel, PowerPoint)

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

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