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/.
The Field Service Engineer is responsible to manage the customer support system in the installation, service and repair of all products supported by DePuy Synthes (Velys Robotic systems). Responsible for interaction with customers over the phone and in person for the handling of customer technical inquires, and complaints to ensure that customers receive a technical assistance service in compliance with contracts and guaranteeing high standards of operation. The position works in compliance with procedures, and technical standards in force.
· Perform technical support to internal and external customers.
· Perform the installation, operation, repair and upgrades of equipment within assigned territory manage account scheduling.
· Devises and implements preventive maintenance programs and maintains performance and service records for equipment.
· Manage region and schedule to facilitate all aspects of technical / engineering work required to support product supported.
· Responds to customer requests for emergency service. Determine cause(s), troubleshoot, and takes corrective action.
· Manage customer expectations on a regular basis before and after various interactions to ensure customer satisfaction.
· Completes paperwork, documentation and administrative tasks per policy and procedures.
· Complete, clear, and timely update in the Service Management System related to Work order/Orders.
· Complete processing of Return Material Authorization (RMA) returns to support individual usage of parts and equipment.
· Manage allocated inventory and complete required audits to support his/her area.
· Completes required trainings for supported products and processes.
· Acts as customer advocate to represent customer needs internally.
· Participate in incident investigation.
· Support installation and support of products in clinical trials, external evaluations, regulatory testing, demo usage or similar.
· Responsible for communicating business related issues or opportunities to next management level.
· Prepares and proposes updates to the internal operating procedures before submitting them to the Quality function for approval.
· Responsible for ensuring personal and Company compliance with all Federal, State, local and Company regulations, policies, and procedures.
· Respect and apply safety rules and procedures at all times
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/.
The Field Service Engineer is responsible to manage the customer support system in the installation, service and repair of all products supported by DePuy Synthes (Velys Robotic systems). Responsible for interaction with customers over the phone and in person for the handling of customer technical inquires, and complaints to ensure that customers receive a technical assistance service in compliance with contracts and guaranteeing high standards of operation. The position works in compliance with procedures, and technical standards in force.
· Perform technical support to internal and external customers.
· Perform the installation, operation, repair and upgrades of equipment within assigned territory manage account scheduling.
· Devises and implements preventive maintenance programs and maintains performance and service records for equipment.
· Manage region and schedule to facilitate all aspects of technical / engineering work required to support product supported.
· Responds to customer requests for emergency service. Determine cause(s), troubleshoot, and takes corrective action.
· Manage customer expectations on a regular basis before and after various interactions to ensure customer satisfaction.
· Completes paperwork, documentation and administrative tasks per policy and procedures.
· Complete, clear, and timely update in the Service Management System related to Work order/Orders.
· Complete processing of Return Material Authorization (RMA) returns to support individual usage of parts and equipment.
· Manage allocated inventory and complete required audits to support his/her area.
· Completes required trainings for supported products and processes.
· Acts as customer advocate to represent customer needs internally.
· Participate in incident investigation.
· Support installation and support of products in clinical trials, external evaluations, regulatory testing, demo usage or similar.
· Responsible for communicating business related issues or opportunities to next management level.
· Prepares and proposes updates to the internal operating procedures before submitting them to the Quality function for approval.
· Responsible for ensuring personal and Company compliance with all Federal, State, local and Company regulations, policies, and procedures.
· Respect and apply safety rules and procedures at all times
Degree in Engineering (preferably biomedical, mechanical, electronic) or equivalent.Strong analytical skills and problem-solving aptitude.Problem-solving troubleshooting skills.Knowledge of servicing principles, practices and procedures.Customer service experience data analysis experience. Good verbal written communications skills. Experience driving customer satisfaction and work improvement.Driver’s license.Degree in Engineering (preferably biomedical, mechanical, electronic) or equivalent.Strong analytical skills and problem-solving aptitude.Problem-solving troubleshooting skills.Knowledge of servicing principles, practices and procedures.Customer service experience data analysis experience. Good verbal written communications skills. Experience driving customer satisfaction and work improvement.Driver’s license.