Principal, Product Service Engineer

What You Will Lead

• Lead engineering delivery. Own support strategy for an assigned portfolio. Turn service needs into requirements, project plans, and technical deliverables; manage dependencies, risks, and milestones.
• Shape product design. Partner with Research and Development to improve serviceability, diagnostics, reliability, uptime, and lifecycle support costs.
• Deliver launch readiness. Coordinate service plans, test procedures, documentation, training, tools, spare parts, and product data for development reviews and launch.
• Advance connected support. Define reusable networking and connectivity requirements, secure remote access, software updates, diagnostics, device logs, and monitoring capabilities.
• Solve complex problems. Lead field investigations with engineering and Quality, driving root cause resolution, corrective and preventive actions, and product or service improvements.
• Build secure service workflows. Partner with security and privacy teams to protect patient data and support regulatory and cybersecurity compliance.
• Equip global service teams. Create controlled technical guidance and train Technical Support and Field Service Engineers.
• Support installation requirements, customer specifications, service contract options, and accurate data in SAP and ServiceMax.

How You Will Work and Make an Impact

• Lead through expertise. This principal-level individual contributor role has no direct reports. Influence product and service decisions through engineering judgment and cross-functional leadership.
• Think across systems. Connect electrical, mechanical, optical, software, and networking considerations. Use technical evidence to design practical, secure solutions.
• Collaborate globally. Align engineering, digital health, security, Quality, manufacturing, supply chain, commercial, clinical, and service teams around priorities and delivery.
• Make complexity clear. Communicate risks and tradeoffs, share expertise, and manage competing workstreams to improve launch readiness, customer uptime, and support effectiveness.

What You’ll Bring to Alcon

• Bachelor’s Degree or Equivalent years of directly related experience (or high school +13 yrs; Assoc.+9 yrs; M.S.+2 yrs; PhD+0 yrs)
• The ability to fluently read, write, understand and communicate in English
• 5 Years of Relevant Experience

Preferred Qualifications

• Bachelor's degree in engineering or a related field; biomedical, electrical, computer, or network engineering preferred.
• Demonstrated subject matter expertise in service design or engineering for medical devices or complex technology products, including connected systems.
• Proven delivery of engineering projects or significant technical workstreams, including requirements ownership, cross-functional coordination, risk resolution, and completed deliverables.
• Hands-on networking experience: wired and wireless networks, IP addressing, URL forwarding and allow-listing, Domain Name System (DNS), firewalls, ports, and cloud connectivity.
• Strong understanding of medical device regulations and quality standards, including U.S. Food and Drug Administration (FDA) guidance and ISO 13485.
• Strong technical investigation, controlled-document writing, and communication skills, with attention to quality and the ability to manage competing priorities.

Experience That Will Help You Stand Out

• Engineering or related degree, particularly biomedical, electrical, computer, or network engineering.
• Product development and service launch experience, including milestone-based reviews and engineering delivery.
• Hands-on medical device installation, maintenance, and troubleshooting, with electrical, electronic, mechanical, or optical systems training.
• Hospital networking, cloud-connected devices, remote support, software updates, and device data or log analysis.
• ServiceMax, SAP, Veeva, or comparable service and controlled-document systems.
• CompTIA Network+, Cisco Certified Network Associate (CCNA), or equivalent practical experience; knowledge of medical device cybersecurity and privacy, including FDA premarket guidance and IEC 81001-5-1.