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)