The Global Service Operations Expert (Systems Software Analyst and Programmer) is part of the Global Technical Service Organization team. The main purpose of this role is acting as a functional and Technical Services System expert supporting all countries. This includes providing deep technical and process expertise about all commercial execution processes within the Clinical and Technical Services Department.
The work includes:
- Identifying and analysing business needs, conducting requirements gathering, and defining scope and objectives for the IT Systems utilized by the Clinical and Technical Service Organization
- Developing business specifications, diagrams, and flowcharts
- Configuring, customizing, diagnosing, and sharing recommendations to enhance software
- Writing diagnostic programs to test integrated software/hardware systems and resolve system faults
- Creating functional and technical documentation of systems software programs and code.
The role involves consulting on continuous improvement activities and offering solutions to eliminate or reduce non-value-added activities. Additionally, it translates business needs into technical requirements though the analysis and correlation of clinical and technical service application, and process data to ensure optimal performance.
This role also supports the design, development of Global Service applications, systems, and processes through analysis of strategy and objectives of the organisation, external influences such as competitors, regulatory requirements, best in class practices and economic factors, as well as through understanding of the business processes being supported by the Clinical and Technical Service Organisation.
Outcome of successful functionality is proper data quality and accuracy as well as streamlined global business processes and at the country level. This will drive business excellence and a long-term positive top and bottom-line sales impact.
KEY RESPONSIBILITIES:
- Provide deep technical and professional advice to the Alcon Tech. Service departments and affiliates.
- Identification of process improvements and leading creation and implementation of new processes and guidelines using Lean Six Sigma Methodologies.
- Develops and manages projects initiatives to execute against identified process improvement opportunities.
- Monitoring of transactional business data within the complete Alcon TS IT Landscape
- Timely execution of corrective actions on business data in alignment with global support SOPs
- Provide first level support to the Regional Process Owners and Technical Service Organization via ServiceNow ticketing system and collaborate with second and third levels of support across applications.
- Debit Memo Request, Financial Reporting, shared with Technical Service Organization to manage and reduce budgetary impact to the organization.
- Periodic audits of business master data and reporting to the TS Senior Management
- Drives the support structure for Alcon's technology outside of the deployment team.
- Enforces globally approved processes regionally and recommends/drives adaptions to local processes.
- Ensures system and process solutions aligned with Global TS strategy.
- Reference and contact point for end users as:
- Bringing together business knowledge and application skills.
- Ensure end users are trained, and business process and system knowledge are retained in the organization.
- Understands key contacts and works through GPO to escalate regional or global challenges.
- Facilitates training needs and working with Global for train-the-trainer.
- Empowered to interact with GPO in executing business process improvement and system usage optimization.
- Has the most solid and broad knowledge of business processes and related CRM and ERP system usage including AI technology.
- Ensure that Alcon affiliates do maintain all functional capabilities to meet demands of an ever-changing marketplace.
- Contribute to program development, streamline of processes, system evaluation and performance analysis.
- Provide advanced support to the countries in the resolution of process and technical issues related but not limited to the following areas:
- Customer quotes, post processes in the Alcon's global systems and any external systems
- Management of cases and work orders, debit memos
- Maintaining the Equipment Master in the CRM (ServiceMax) and IRIS (SAP) system
- Order and shipment of equipment spare parts
- Creation of warranty entitlements for sold equipment
- Creation, maintenance and extension of customer service contracts
- Management of complaint related return-parts, tracking and shipping
- Creation of Technical Service-related 3rd party orders
- Support Cross Border functionalities
- Executing the RMA and DOA processes including booking technical entries.
- Supports the execution of Technical Service related AFCM controls.
WHAT YOU'LL BRING TO ALCON:
Experience and Specific Professional competencies:
- Strong experience working in large scale ERP systems, preferably SAP.
- Strong technical knowledge in the CRM Area, preferably Salesforce & ServiceMax
- Strong Professional Experience (5+ years) in Technical Services or Technical Operations
- Solid knowledge of Microsoft packages including Excel, Word and Power Point
- Strong data analysis skills and knowledge of used tools (e.g., MS Excel, MS Access, Qlik, SAP Analysis, Alteryx, Tableau).
- Experience in managing multiple countries with different cultural backgrounds
- Proven experience managing deadlines/prioritizing workload with key stakeholders
Education:
- Bachelor's degree in economics or technical area with subsequent 35 years of practical experience.
- Alternative 57 years solid professional experience in a technical services and customer focused environment with large scale ERP (SAP) and CRM (Salesforce)
Languages:
- Fluency in English (verbal and written).
- Any other common language (Spanish, French, German, Hindi, Mandarin-Chinese) in addition is advantage.
HOW YOU CAN THRIVE AT ALCON:
- Opportunity to work with a leading global medical device company
- Collaborate with a diverse and talented team in a supportive work environment
- Competitive compensation package and comprehensive benefits
- Continuous learning and development opportunities
