Field Service Engineer

5 days ago

Irvine, California, United States Johnson and Johnson Full time
Job Title: Field Service Engineer

Johnson & Johnson is seeking a highly skilled Field Service Engineer to join our team in Irvine, CA. As a Field Service Engineer, you will be responsible for managing the customer support system, installing, servicing, and repairing medical devices in the field.

Key Responsibilities:
  • Perform on-site and remote technical support to customers through the Customer Support Call Center.
  • Manage account schedules and perform installations, operations, repairs, and upgrades of equipment within assigned territories.
  • Shadow with Associate Field Service Engineers to support them in installation, maintenance, and repairs.
  • Develop and implement preventative maintenance programs and maintain performance and service records for equipment.
  • Evaluate, diagnose, and repair malfunctioning equipment in response to service calls in assigned territories and schedules.
  • Respond to customer requests for emergency service, determine causes, troubleshoot, and take corrective action.
  • Provide guidance to customers, including doctors, nurses, and hospital biomedical engineers, and assist with customer satisfaction issues.
  • Manage customer expectations on a regular basis before and after interactions to ensure customer satisfaction.
  • Drive customer satisfaction improvement in assigned territories through monthly reviews of complaints, parts usage, and system performance.
  • Complete paperwork, documentation, and administrative tasks per policy and procedures.
  • Update the Service Management System with work orders, orders, and RMA returns.
  • Manage allocated inventory and complete required audits to support thereof.
  • Complete required trainings for supported products and processes.
  • Act as a customer advocate to represent customer needs internally.
  • Participate in incident investigation.
  • Follow all Company guidelines related to Health, Safety, and Environmental practices.
  • Ensure personal and Company compliance with all Federal, State, local, and Company regulations, policies, and procedures.
Qualifications:
  • Associate Degree with 2-4 years' experience in the EP field, Cardiology field, or Associate Degree with 2-4 years of service in medical-related field service support; or 2-4 years of service in medical/hospital biomed experience; or Bachelor's degree in Engineering discipline with 2 years of experience in related medical and medical service industry highly preferred.
  • Academic qualification in engineering or equivalent preferred.
Experience and Skills:
  • Experience in the Medical Device Industry required.
  • English verbal and written communication skills.
  • Organization skills.
  • Knowledge of Microsoft Office.
  • Problem-solving skills.
  • Knowledge of service management system a plus.
  • Standard test equipment to include digital multimeter.
  • Ability to drive customer satisfaction and work improvement.
Preferred:
  • Knowledge of servicing principles, practices, and procedures preferred.
  • 2 years of experience in the Medical Device Industry preferred.
Additional Information:
  • The anticipated base pay range for this position is $50,000.00 to $80,000.00.
  • This position is overtime eligible.
  • Employees may be eligible to participate in Company employee benefit programs such as health insurance, savings plan, pension plan, disability plan, vacation pay, sick time, holiday pay, and work, personal, and family time off in accordance with the terms of the applicable plans.

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