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Job Function: Customer Management
Job Sub Function: Technical Field Service
Job Category: Professional
All Job Posting Locations: Pomezia, Roma, Italy
Job Description
The Electrophysiology Technical Service EMEA is seeking a Field Service Engineer responsible for customer support in the installation, service, and repair of all supported products. The role involves interaction with customers via phone and in person for technical inquiries and complaints. The preferred location is Rome. The contract type will depend on the candidate's experience.
Key Responsibilities
1. Perform on-site and remote technical support through the Customer Support Call Center.
2. Handle account schedules, install, operate, repair, and upgrade equipment within the assigned territory.
3. Develop and implement preventative maintenance programs; maintain performance and service records.
4. Diagnose and repair malfunctioning equipment; schedule and support all technical work for products serviced by J&J Electrophysiology.
5. Territory will mainly cover central and southern Italy (~80%), with the remaining 20% in other parts of Europe.
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 ensure satisfaction before and after interactions.
9. Improve customer satisfaction through monthly reviews of complaints, parts usage, and system performance; analyze data and implement corrective actions.
10. Complete all required paperwork, documentation, and administrative tasks accurately and promptly.
11. Update the Service Management System with work orders and related information.
12. Process RMA returns and manage inventory, including audits.
13. Complete training on supported products and processes.
14. Act as a customer advocate internally.
15. Follow all health, safety, and environmental guidelines and ensure compliance with regulations and company policies.
16. Perform other duties as assigned.
Qualifications
Education
* Engineering degree (Bachelor's or Master's) preferred.
* Experience in a technical service role considered.
* Knowledge of servicing principles and procedures preferred.
* Experience in the medical device industry is a plus but not required.
Experience and Skills
* Native Italian speaker with fluent English communication skills.
* Proficient in Microsoft Office; knowledge of service management systems is a plus.
* Competent with digital multimeters and standard test equipment.
* Ability to enhance customer satisfaction and work efficiency.
* Willingness to travel, including short notice, and stay in hotels as needed.
* Valid license to operate a company vehicle.
* Ability to work off-hours and weekends occasionally.
* Physical ability to lift and move equipment per local regulations, with standing and bending required.
* Adherence to safety procedures and use of PPE.
* Participate in incident investigations.
Location
Field Service Engineer • Pomezia, IT
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