Associate Field Service Engineer Biosense Webster

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 athttps://www.jnj.com/.

Biosense Webster looks for a Field Service Engineer

Under limited supervision, the Individual is responsible to handle 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.

Key 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 customers through the Customer Support Call Center
• Handle account schedule and perform the installation, operation, repair and upgrades of equipment within assigned territory.
• 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; schedule to facilitate all aspects of technical / engineering work required to support all products serviced by Biosense Webster technical department.
• Assigned territory will be mainly Poland and 1/2 countries of Scandinavia for 80% of the time the remaining 20% will be in the rest of Europe
• Responds to customer requests for emergency service. Determine cause(s), troubleshoots and takes corrective action.
• Provides guidance to customers to include hospital Biomedical engineers along with Field Service Specialists and/or Representatives and assists when customer satisfaction issues arise.
• Handle 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 Work-orders and 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
• 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

QUALIFICATIONS

Education:

• Vocational/Trade Certificate with preferably 4 years related work experience; OR
• Associate Degree with 2 years related experience; OR
• Bachelor’s degree in Engineering field highly preferred.
• Knowledge of servicing principles, practices and procedures preferred
• Experience in the Medical Device Industry is helpful but not required

Experience and Skills

• English verbal and written communication skills.
• Organization skills.
• Knowledge of Microsoft Office.
• Problem solving skills.
• Knowledge of a service management system is a plus
• Standard test equipment to include digital multimeter
• Ability to drive customer satisfaction and work improvement
• Office/Field time 25%/75%
• Ability to travel on short notice and sleep in hotels
• Frequent air travel.
• Operate company vehicle with appropriate license.
• Ability to work “off hours” and seldom weekends as needed to support customer and business needs
• Ability to lift and move equipment up to 35Kg; excessive standing and bending will be required as well.
• Respect and apply safety rules and procedures at all times
• Use personal protective equipment (PPE) and safety devices as the need arises
• Participate in incident investigation.

Other:

Johnson & Johnson is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Summary

• Job titleAssociate Field Service Engineer Biosense Webster
• FunctionCustomer Management
• Sub functionTechnical Field Service
• CategorySenior Representative, Technical Field Service (S3)
• LocationWarsaw, Mazowieckie, Poland
• Date postedDec 02 2024
• Requisition number2406225392W