Note: The job is a remote job and is open to candidates in USA. Alcon is dedicated to enhancing sight and improving eye health. The Clinical Applications Specialist is responsible for training customers on the effective use of Alcon products, driving operational excellence, and ensuring optimal patient outcomes through clinical support and collaboration with various teams.
Responsibilities
- Train operating room staff on Alcon products
- Provide on-site and remote clinical support and technical information
- Implement equipment and software upgrades at clinical sites
- Respond to customer inquiries per standard operating procedures and guidelines
- Attend and support medical events and demonstrations
- Collaborate with Field Service Engineers and Sales Representatives for installations and support
- Provide constant feedback to Research and Development on clinical performance of products via an approved communication plan
- Document site visits within 48 hours
- Report and address adverse events and device deficiencies, and refer unapproved use inquiries
- Achieve required clinical certifications
- Advocate for continuous improvement in processes and operational excellence through knowledge sharing
- Manages the technical and clinical training and education of surgeons and their supporting personnel on the approved use and application of Alcon’s Cataract, Refractive, and Glaucoma surgical device products in-person and virtually
- Trains and documents as defined by product work instructions enabling the technology to move from the training stage into the next stages of the revenue recognition cycle
- Delivers ongoing in-person and virtual clinical support to help embed Alcon technology, increase patient outcomes, drive customer efficiencies, and support the adoption and utilization of Alcon products within their defined territory
- Discusses and presents to ophthalmic surgeons on complex subject matter utilizing innovative technologies that will continue to evolve with business needs, at times in challenging, high stress situations
- Trains and supports Alcon’s Digital Health (SaaS) offerings allowing customers to integrate Alcon technologies in the clinic with those in the surgical/refractive suite through platforms such as the cloud or DICOM, and at times integrating with 3rd party devices
- Training effectiveness is evaluated by customer feedback submitted through a customer satisfaction service following an activity and measured by service promotor score (SPS)
- Attends and assists with convention demonstrations, Medical Congresses, fellowships, conferences, exhibits, seminars, and wet labs as a SME
- Works with R&D by providing feedback on the development and testing of new technologies and software
- Assists with the on-the-job training of new CAS associates by providing opportunities for those associates to observe them leading a training or support activity
- Proactively and strategically aligns their assigned territory's clinical training needs with commercial business goals through collaborative Strategic Account Management principles
- Achieves and maintains certifications on all Alcon products trained on through annual recertification and continued exposure to all certified devices to retain high skill set and knowledge
- Self-motivated with the ability to work under minimal supervision in an environment that requires strategic planning, strong teamwork, excellent organizational skills, and cross-functional interaction
- Completes all administrative responsibilities within defined timeline including, but not limited to, providing clear and accurate documentation of each site visit via a standardized reporting mechanism, maintaining/updating internal systems, responsible expense management, and identify/report all adverse events and device deficiencies to Medical Safety per company protocol
- Collaborates as One-Team with cross-functional associates including, but not limited to, Field Service Engineers, Digital Engineers, Commercial, IT, Service Operations, and Clinical Team to support customers on new installations, site support, and troubleshooting pre and post install
Skills
- Bachelor's Degree or Equivalent years of directly related experience (or high school +10 yrs; Assoc.+6 yrs; M.S.+0 yrs)
- The ability to fluently read, write, understand, and communicate in English
- 2 Years of Relevant Experience
- Travel Requirements: Up to 70%
Benefits
- Alcon provides robust benefits package including health, life, retirement, flexible time off for exempt associates, PTO for hourly associates, and much more!
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