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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