Field Service Engineer

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at https://www.jnj.com

Job Function:

Customer Management

Job Sub Function:

Technical Field Service

Job Category:

Business Enablement/Support

All Job Posting Locations:

Irvine, California, United States of America, Irving, Texas, United States of America, Milpitas, California, United States of America

Job Description:

About MedTech

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments. Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

An internal pre-identified candidate for consideration has been identified. However, all applications will be considered.

We are searching for the best talent for Field Service Engineer to be in Irvine, California.

JOB SUMMARY

Under limited supervision, the Individual is responsible to manage the customer support system in the installation, service and repair of all products supported by Biosense Webster Inc. Responsible for interaction with customers over the phone and in person for the handling of customer technical inquires, and complaints.

DUTIES & RESPONSIBILITIES

Under limited supervision and in accordance with all applicable federal, state and local laws/regulations and Corporate Johnson & Johnson, procedures and guidelines, this position:

• Perform On Site and Remote Technical Support to internal and external through the Customer Support Call Center

• Manage account schedule and perform the installation, operation, repair and upgrades of equipment within assigned territory.

• Shadow with Assoc. FSE in supporting them in installation, maintenance and repairs.

• Devises and implements preventative maintenance programs and maintains performance and service records for equipment.

• Evaluates, diagnoses and repairs malfunctioning equipment in response to service calls in assigned territory and schedule to facilitate all aspects of technical / engineering work required to support all products supported and serviced by the Biosense Webster technical department.

• Responds to customer requests for emergency service. Determines cause(s), troubleshoots and takes corrective action.

• Provides guidance to customers to include Doctors, Nurses and hospital Biomedical engineers along with Field Service Specialists and/or Representatives and assists when customer satisfaction issues arise.

• Manage customer expectations on a regular basis before and after various interactions to ensure customer satisfaction.

• Drive Customer Satisfaction improvement in assigned territory through Monthly review of complaints / Parts Usage / system performance. Analyze data, identify issues and put in corrective actions and improvements plans

• Completes paperwork, documentation and administrative tasks per policy and procedures.

• Complete, clear and timely update in the Service Management System related to Workorder, Orders.

• Complete all processing of RMA returns to support individual usage of parts and equipment.

• Manage allocated inventory and complete required audits to support thereof.

• Completes required trainings for supported products and processes.

• Acts as customer advocate to represent customer needs internally

• Participate in incident investigation.

• Responsible for communicating business related issues or opportunities to next management level

• Follow all Company guidelines related to Health, Safety and Environmental practices

• Responsible for ensuring personal and Company compliance with all Federal, State, local and Company regulations, policies, and procedures

• Performs other duties assigned as needed

EXPERIENCE AND EDUCATION

• Expe