Associate Field Services Engineering Technician

Bausch + Lomb (NYSE/TSX: BLCO) is a leading global eye health company dedicated to protecting and enhancing the gift of sight for millions of people around the world—from the moment of birth through every phase of life. Our mission is simple, yet powerful: helping you see better, to live better.

Our comprehensive portfolio of over 400 products is fully integrated and built to serve our customers across the full spectrum of their eye health needs throughout their lives. Our iconic brand is built on the deep trust and loyalty of our customers established over our 170-year history. We have a significant global research, development, manufacturing and commercial footprint of approximately 13,000 employees and a presence in approximately 100 countries, extending our reach to billions of potential customers across the globe. We have long been associated with many of the most significant advances in eye health, and we believe we are well positioned to continue leading the advancement of eye health in the future.

Objective:  This position is responsible for the professional and responsive field service, planned maintenance and installation of surgical equipment manufactured and distributed by Bausch + Lomb. 

Responsibilities:

•    Provide first tier service response to B+L Surgical customers. Schedules and completes planned maintenance services for customers on B+L’s surgical products, and provides site planning and inspection services for installation of new systems.  May provide support or perform equipment installations when needed.

•    Interfaces with service personnel including Technical Support, Customer Service, Parts/Planning personnel, and Service Engineering to complete the timely repair of B+L’s products at the customer’s site.  Establishes and maintains positive working relationships with Commercial Sales team members in respective territories through regular interface and communication.

•    Key resource for promoting service agreements with B+L customers through communication and education of benefits.  Includes interface with customers and internal B+L service operations personnel.

•    Comply with all administrative policies and procedures associated with the field repair and service on B+L’s products. This includes service reports, expense reports, installation reports and training.

•    Escalates all customer issues in appropriate manner through formal and informal escalation methods to secure timely resolution to customer problems.

•    Maintains company assets, including parts inventory and test equipment assigned.

•    Develops a thorough command of the ophthalmic industry terminology, procedures, and technology as needed to provide support on products manufactured and distributed by B+L and for B+L’s customers.

•    Key resource for pro-active improvement suggestions for the technical and field service aspects of the position.

•    In addition to the listed duties, the incumbent may be expected to perform other similar related duties as assigned.

Qualifications/Training:

• Required Education: Associate degree or higher in electronics, equivalent technical school, related military education, or equivalent experience.
• Preferred Education: Bachelor’s degree in electronics.
• Required Skills/Qualifications: 
• High level of troubleshooting, electronic and mechanical aptitude 
• Strong analytical skills.
• Strong communication skills with the ability to work effectively with customers and coworkers.
• Excellent organizational and time management abilities.
• Proven working knowledge of computer and basic Microsoft Office suite. 
• Must be a team player and collaborate on solutions to ensure customer satisfaction
• Preferred Skills/Qualifications:
• Knowledge of ServiceMax, Sales Force, Laser systems, optics, general computer repair and computer networking. 
• Required Experience:
  Experience and knowledge in the repair of sophisticated electronic and mechanical products. Customer service experience.
• Preferred Experience:  
  Medical device field service experience is highly preferred. 

This position may be available in the following location(s): US - Remote

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Job Applicants should be aware of job offer scams perpetrated through the use of the Internet and social media platforms.

To learn more please read Bausch + Lomb's Job Offer Fraud Statement.

Our Benefit Programs: Employee Benefits: Bausch + Lomb

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.