Alcon is Hiring Technical Support Engineer || Job In Bangalore || Apply Now

Company: Alcon

Role: Technical Support Engineer

Location: Bangalore

Salary: 6.5 LPA to 8.5 LPA 

Qualifications: Any Graduation/ Post Graduate

About Organization:

Alcon is a global leader in eye care, with a focus on medical devices, pharmaceuticals, and surgical products. The company was founded in 1945 by Robert C. Reynolds, who invented the first disposable contact lens. In 1986, Alcon was acquired by Nestlé, which sold the company to Novartis in 2011. Alcon's products are used by ophthalmologists, optometrists, and other eye care professionals to diagnose, treat, and manage a wide range of eye conditions, including cataracts, glaucoma, and age-related macular degeneration. The company also has a strong focus on innovation, with a number of products in development. In 2021, Alcon had sales of $9.4 billion, making it the world's largest eye care company. The company has over 14,000 employees and operates in over 70 countries. Alcon is committed to providing high-quality eye care products and services to its customers. The company's mission is to "help people see brilliantly" and its vision is to be "the world's leading eye care company."

Job Description:

Have a customer-centric approach to delight our customers through all interactions

Respond to customer calls and customer chat sessions regarding issues and troubleshooting of Alcon Medical Devices

Provide tech support to our customers by either solving or triaging the technical issues presented in the customer interactions

Create the required (Service Cases) in Alcon’s Service Management System (ServiceMax) to document customer interactions

As needed, follow up with customers on the satisfaction or completion of the support services provided

Dispatch Services Cases that need field actions to the country Field Service Engineers (FSEs) responsible for the customer accounts

Maintains a working knowledge of:

technical information for the products that are part of the defined skill sets or training matrix required to support such products

company policies and procedures, departmental processes, and associated work instructions

evolving local and international regulations, guidelines and applicable directives

eye anatomy, common diseases, ophthalmic procedures

eye terminology and abbreviations

safety databases(s) and reporting tools

Informs management of potential safety issues, emerging trends and/or concerns

Key Performance Indicators 

Individually meets the metrics assigned for the volume of calls, response times and adherence to schedule

Achieve target goals of customer satisfaction as defined for the group

Achieve target phone-fix ratios as defined per product

Achieve documentation of all service interactions in ServiceMax (Alcon’s Service Management System)

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