• Receive, understand, route and handle customer technical requests such as product or service malfunctions. • Communicate status and provide solutions to the customer to enable Remote resolution or Diagnosis before dispatch. • Collaborate with the wider organization to provide exceptional service to our customers. • Services include proactive, predictive, upgrades and installations related support.

• Diagnose and repair all designated products within an assigned service territory, including preventative maintenance, installations and upgrades per specific training, manuals and Carl Zeiss Meditec guidelines. • Schedule, create, verify and/or modify customer visits as appropriate, by assessing customers’ needs, which may include financial impact to the practice, and patients’ well being. • Complete and submit a field service report on a daily basis according to written procedures as documented in the Field Service reference database. • Complete and submit a weekly expense report according to Carl Zeiss Meditec policies and procedures. • Maintain spare parts inventory according to company guidelines and return specific spare parts as designated by policy. • Support revenue growth through the promotion and retention of service agreements. • Interface with customers in a professional, pleasant and calm demeanor. • Other duties may include, but are not limited to, instructing customers on operation and maintenance of equipment.

• Supporting our customers with on-site installation, implementation, maintenance and repair of company and multi-vendor systems solutions in pharma environment. • Installs and optimizes hardware/software/network products and configurations at customer sites. • Diagnoses and resolves product performance problems. • Performs maintenance and repairs. • Ensures customer satisfaction by advising customers on preventive maintenance and configurations. • Proactively responds to potential equipment issues to prevent unplanned interruption of customers' business. • Deliver fully integrated solutions, which may include peripherals, communications, operating systems and applications software. • Train other field engineers and customers in the solutions.

• Ensure Alcon equipment at customer sites and demo equipment function effectively • Troubleshoot, diagnose, and repair equipment • Perform preventative maintenance and manage installations and upgrades • Lead planning and installation activities of Alcon connected products • Coordinate with customer’s IT and Alcon commercial teams • Establish and maintain a high level of customer satisfaction • Address customer concerns, quality assurance and medical safety issues • Maintain all administrative responsibilities in a timely manner • Assist Sales, Clinical and In-house Teams as needed • Manage inventory and keep accurate records