Case Audit & Invoicing Specialist

About Alcon

At Alcon, we’re passionate about enhancing sight and helping people see brilliantly. With more than 25,000 associates, we innovate fearlessly, champion progress, and act swiftly to impact global eye health. We foster an inclusive culture, recognizing your contributions and offering opportunities to grow your career like never before. Together, we make a difference in the lives of our patients and customers.

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The Sr. Associate I, Field Service Operations is primarily responsible for supporting field service teams by managing service contracts, installations, case management, maintenance, inventory, invoicing, and returns. You will lead advanced projects, apply innovative solutions, and make critical decisions to enhance project performance and innovation.

The Service Case Audit & Invoicing Specialist is responsible for ensuring accurate, compliant, and automated service case and invoicing data across US Service Operations. This role supports regulatory compliance, financial integrity, and operational efficiency through data governance, case audit execution, and automation enabled by the FACTS system.

• Provide service operations support in service contract documentation, installations, case management, maintenance, inventory, invoicing, and returns.
• Lead complex tasks and develop advanced projects with innovative solutions, making critical decisions impacting project performance and technological innovation.
• Ensure smooth operational processes through attention to detail, communication, and task management.
• Demonstrate knowledge, analytical skills, and self‑direction to drive project performance and innovation.
• Adhere to Good Practice (GxP) regulations by following Standard Operating Procedures (SOPs), maintaining accurate and complete documentation, ensuring rigorous quality control, and completing all required training.
• Meet individual job requirements and contribute to the overall compliance of the organization, committing to continuous improvement and regulatory compliance.

• Perform ongoing case audit and invoicing validation to ensure service activities are complete, accurate, and compliant prior to financial posting.
• Validate service documentation aligns with regulatory servicing requirements (e.g., device history records and servicing records).
• Maintain complete audit trails for all data corrections, approvals, and exceptions.
• Identify recurring data quality issues and work with stakeholders to implement preventive controls.
• Leverage the FACTS system to support automated validation, monitoring, and exception handling for service cases and invoicing.
• Execute and refine automation rules, controls, and exception logic within FACTS to reduce manual review and rework.
• Monitor automated outputs and investigate exceptions to ensure data integrity and compliance.
• Drive adherence to internal control frameworks, quality system requirements, and financial compliance standards.
• Process service data requests and inquiries in accordance with established SLAs.
• Identify opportunities to streamline processes through automation, standardization, and system enhancements.
• Contribute to documentation updates including SOPs, work instructions, data dictionaries, and business rules.

• Accuracy and completeness of service case and invoicing data.
• Reduction in manual rework through FACTS‑enabled automation.
• Timely resolution of data exceptions and audit findings.
• Compliance with internal controls, quality, and regulatory requirements.
• SLA adherence for service data processing and inquiries.

• Associate’s degree or equivalent experience.
• The ability to fluently read, write, understand, and communicate in English.
• 3‑5 years of experience in service operations, compliance, quality, audit, or data analytics roles.
• Experience working with service management or ERP systems.
• Proven ability to collaborate cross‑functionally and communicate…