Join to apply for the Associate Field Service Engineer role at Johnson & Johnson MedTech
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 Function.
Customer Management
Job Sub Function: Technical Field Service
Job Category: Professional
Locations: Pomezia, Roma, Italy
Job Description:
The Electrophysiology Technical Service EMEA seeks a Field Service Engineer responsible for customer support, installation, service, and repair of products supported by Electrophysiology Technical Service EMEA. The role involves interaction with customers via phone and in person for technical inquiries and complaints.
Location preference: Rome
The contract type will depend on the candidate's experience.
Key Responsibilities:
1. Provide on-site and remote technical support through the Customer Support Call Center.
2. Manage account schedules, perform installation, operation, repair, and upgrades within the assigned territory.
3. Develop and implement preventative maintenance programs; maintain performance and service records.
4. Diagnose and repair malfunctioning equipment, respond to service calls, and support all products serviced by J&J Electrophysiology.
5. Territory will be primarily in central and southern Italy (~80%), with the remaining in other parts of Europe (~20%).
6. Respond to emergency service requests, troubleshoot, and take corrective actions.
7. Guide customers, including hospital biomedical engineers, and assist with customer satisfaction issues.
8. Manage customer expectations and improve customer satisfaction through regular reviews and corrective actions.
9. Complete administrative tasks, documentation, and update the Service Management System promptly.
10. Handle RMA processing, inventory management, and required training.
11. Act as customer advocate internally and follow all safety, health, and environmental policies.
12. Perform additional duties as assigned.
Qualifications:
Education: Bachelor's or Master's degree in Engineering is preferred. Experienced professionals in technical service may also be considered. Knowledge of servicing principles and practices is advantageous. Experience in the medical device industry is helpful but not mandatory.
Experience and Skills:
* Native Italian speaker, proficient in English (verbal and written).
* Strong organizational skills.
* Proficiency in Microsoft Office.
* Problem-solving skills.
* Knowledge of service management systems is a plus.
* Ability to use digital multimeter and other test equipment.
* Customer satisfaction focus and work improvement mindset.
* Availability for 25% office and 75% field work; willing to travel on short notice, including frequent air travel.
* Valid license to operate a company vehicle.
* Ability to work off hours and weekends as needed, and lift/move equipment within safety limits.
* Adherence to safety protocols and use of PPE.
Seniority level: Not applicable
Employment type: Full-time
Job function: Information Technology
Industry: Hospitals and Health Care
#J-18808-Ljbffr