Manager, Field Service Engineer - Surgical Vision

Johnson Johnson; São Paulo; Presencial; BRL 120 000 - 180 000; Tempo integral

Resumo da oferta

Johnson & Johnson is seeking a Field Service Engineer leader in São Paulo to oversee on-site medical device services, installations, and preventive maintenance. You will guide a team, coordinate with Sales, Quality, and Supply Chain, and ensure service excellence across customer sites.

The role emphasizes safety, adherence to factory specifications, and continuous improvement, with leadership responsibilities and collaboration across functions.

Qualificações

• Experience leading field service teams for medical devices.
• Ability to install, service, maintain, upgrade, and repair medical equipment.
• Strong coordination with Sales, Technical Support, Quality, and Supply Chain.

Responsabilidades

• Lead and manage Field Service Engineers responsible for on-site medical device services.
• Plan field service coverage, workload, schedules, and assignments.
• Ensure installations, repairs, preventive maintenance, upgrades, testing are completed safely and per factory specs.
• Serve as primary escalation point for customers and stakeholders on complex service matters.
• Monitor service performance, provide updates and reports, drive improvements in quality and efficiency.
• Coach and develop team members; participate in workforce planning and training.

Conhecimentos

Field service leadership

Leadership

Customer service

Technical troubleshooting

Descrição da oferta de emprego

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 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:

Customer Service Operations

Job Category:

Professional

All Job Posting Locations:

São Paulo, Brazil

Job Description:

• Leads and manages Field Service Engineers responsible for providing on-site technical product services, including installations, upgrades, preventative maintenance, and repairs for customers and the sales organization.
• Provides leadership, coaching, technical direction, and operational oversight to ensure field service activities are completed safely, efficiently, on time, and in accordance with factory specifications, quality requirements, and applicable procedures.
• Develop and execute field service plans, optimizes resource allocation and service coverage, monitors operational performance, and drives continuous improvement in service quality, customer experience, team capability, and cost effectiveness.
• Develop new operational models for TS sustainability in the long run.
• Partners with customers and internal stakeholders, including Sales, Technical Support, Quality, Supply Chain, and other business functions, to resolve service issues and support business objectives.
• This job is not eligible for sales incentives/sales commissions.
• Adheres to environmental policy and procedures and supports departmental environmental objectives.

• Leads, manages, coaches, and develops a team of Field Service Engineers responsible for installing, servicing, maintaining, upgrading, and repairing medical device equipment at external facilities.
• - Plans and coordinates field service coverage, workload, schedules, and assignments to support customer and business requirements.
• - Ensures installations, repairs, preventative maintenance, upgrades, testing, and other field service activities are completed safely, efficiently, on time, and according to factory specifications and established procedures.
• - Serves as a primary escalation point for customers, the sales organization, Field Service Engineers, and other stakeholders regarding complex technical or operational service matters.
• - Provides stakeholders with timely status updates, service performance information, and documented reports.
• - Monitors field service performance and analyzes service data to identify trends, recurring issues, operational risks, and opportunities for proactive service and process improvement.
• - Establishes and monitors team objectives and service performance indicators, including service responsiveness, work completion, documentation quality, productivity, inventory management, and customer support.
• - Identifies technical and operational problems and leads the development and implementation of appropriate resolutions.
• - Supports the investigation, escalation, documentation, and resolution of product and service issues in collaboration with appropriate internal functions.
• - Ensures Field Service Engineers maintain the technical proficiency, training, qualifications, and product knowledge required for assigned product lines and service responsibilities.
• - Facilitates knowledge and skills transfer across the field service organization and promotes consistent application of service practices and procedures.
• - Coaches team members, provides regular feedback, conducts performance discussions, and supports individual development and succession planning.
• - Participates in workforce planning, recruitment, onboarding, training, and retention activities for the field service team.
• - Supports effective collaboration among Field Service, Sales, Technical Support, Quality, Supply Chain, and other internal stakeholders.
• - Oversees trunk inventory, calibrated test equipment, tools, replacement parts, and other electronic devices assigned to the field service team.
• - Ensures appropriate documentation and reporting of field service activities and promotes accurate, timely, and complete service records.
• - Leads or supports equipment maintenance programs, technical bulletins, operating procedures, service procedures, and field service work instructions.
• - Supports new product introductions and evaluations by coordinating field service readiness, technical training, resource requirements, and f