EP - Field Engineer

Johnson & Johnson Innovative Medicine; Guarulhos; Presencial; BRL 90 000 - 120 000; Tempo integral

Resumo da oferta

Johnson & Johnson in Brazil is seeking a Field Service Engineer to manage customer support systems for installation, service, and repair of Biosense Webster products. You will interact with customers by phone and in person to handle technical inquiries and complaints.

Responsibilities include installation, maintenance, repair, documentation, scheduling, emergency responses, and RMAs, with travel up to 70% and weekend availability as needed.

Qualificações

• Bachelor’s degree in Engineering discipline with 1–3 years of experience in related industry highly preferred.
• Academic qualification in engineering or equivalent
• Knowledge of servicing principles, practices and procedures preferred
• Experience in the Medical Device Industry is preferred

Responsabilidades

• Perform installation, operation, preventive maintenance, repair and upgrades of equipment per work orders.
• Complete clear and timely documentation of all field service and remote support.
• Manage schedule to support products serviced by Biosense Webster.
• Respond to emergency service requests and perform basic troubleshooting.
• Set and manage expectations with customers before and after service interactions.
• Complete paperwork and administrative tasks per policies and procedures.
• Process RMA returns to support usage of parts and equipment.
• Manage allocated inventory and ensure asset control.
• Complete required trainings for supported products and processes.
• Act as customer advocate to represent customer needs internally.
• Identify root causes using diagnostic processes and take corrective actions.

Conhecimentos

Accountability

Analytical Reasoning

Communication

Continuous Improvement

Customer Empathy

Customer Service

Customer Support Operations

Customer Support Trends

Data Gathering and Analysis

Incident Management

Innovation

Issue Escalation

Process Oriented

PMO

Repair Management

SAP Field Service Management

Service Request Management

Technical Credibility

Formação académica

Bachelor’s degree in Engineering

Ferramentas

Microsoft Office

SAP Field Service Management

Descrição da oferta de emprego

At Johnson & Johnson,we believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented, treated, and cured,where treatments are smarter and less invasive, andsolutions 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 jnj.com.

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function:

Customer Management

Job Sub Function:

Technical Field Service

Job Category:

Business Enablement/Support

All Job Posting Locations:

Guarulhos, São Paulo, Brazil

Job Description:

Overall purpose of job:

• 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

Essential duties and responsibilities:

• Perform the installation, operation, preventative maintenance, repair and upgrades of equipment per assigned work orders.
• Complete clear and timely documentation associated with all performed field service and remote support.
• Manage schedule to facilitate all aspects of technical / engineering work required to support products supported and serviced by the Biosense Webster technical department.
• Responds to customer requests for emergency service. Perform basic troubleshooting and repairs of products supported by the Biosense Webster technical department.
• Set and manage proper expectations with Customers before and after service related interactions to ensure customer satisfaction.
• Timely completion of paperwork and administrative tasks per department/company policies and procedures.
• Complete all processing of RMA returns to support individual usage of parts and equipment.
• Manage allocated inventory.
• Completes required trainings for supported products and processes.
• Manage allocated inventory.
• Completes required trainings for supported products and processes.
• Acts as customer advocate to represent customer needs internally
• Performs other duties assigned as needed.
• Identifies root cause(s) utilizing comprehensive diagnostic processes and takes appropriate corrective action adhering to defined Complaint Handling Process.
• Responsible for maintaining and managing all assigned company assets that may include but are not limited to: Tools, parts inventory, company vehicle, computer & accessories.

Job location: Brazil

Job Requirements

Essential knowledge and skills:

Experience and Education:

• Bachelor’s degree in Engineering discipline with 1-3 years of experience in related industry highly preferred.
• Academic qualification in engineering or equivalent
• Knowledge of servicing principles, practices and procedures preferred
• Experience in the Medical Device Industry is preferred

Core competencies required for this role:

Required knowledge skills, abilities, certifications:

• English/Spanish verbal and written communication skills.
• Organization skills.
• Knowledge of Microsoft Office.
• Problem solving skills.
• Knowledge of service management system is a plus
• Ability to travel on short notice.
• Operate company vehicle with appropriate license.
• Ability to work weekends and “off hours” as needed to support customer and business needs
• Heavy lifting of equipment and excessive standing, lifting and bending will be required.
• Respect and apply safety rules and procedures at all times
• Use personal protective equipment (PPE) and safety devices as required.
• Participate in incident investigation.
• travel availability- 70%

Required Skills:

Preferred Skills:

Accountability, Analytical Reasoning, Communication, Continuous Improvement, Customer Empathy, Customer Service, Customer Support Operations, Customer Support Trends, Data Gathering and Analysis, Incident Management, Innovation, Issue Escalation, Process Oriented, Project Management Office (PMO), Repair Management, SAP Field Service Management, Service Request Management, Technical Credibility