Field Associate Engineer

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

Job Function:

Customer Management

Job Sub Function:

Technical Field Service

Job Category:

Professional

All Job Posting Locations:

Pomezia, Roma, Italy

Job Description:

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.

Are you passionate about improving and expanding the possibilities of Cardiovascular? Ready to join a team that’s reimagining how we heal? Our Cardiovascular team develops leading solutions for heart recovery, electrophysiology, and stroke. You will join a proud heritage of continually elevating standards of care for stroke, heart failure and atrial fibrillation (AFib) patients.

Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

The Electrophysiology Technical Service EMEA looks for a Field Service Engineer, who will be responsible to handle the customer support system in the installation, service and repair of all products supported by Electrophysiology Technical Service EMEA. Also, s/he will be responsible for any interaction with customers over the phone and in person for the handling of customer technical inquires, and complaints.

Location preferred: Rome

The type of contract offered will be in accordance with the experience of the chosen candidate.

Key Responsibilities:

• 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 J&J Electrophysiology technical department.
• Assigned territory will be at 80% mainly centre and south Italy 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 local and Company regulations, policies, and procedures
• Performs other duties assigned as needed

Qualifications

Education:

• Engineering academic background (Bachelor or Master degree) is highly preferred
• Professionals with proven experience in a Technical Service role can be also considered.
• Knowledge of servicing principles, practices and procedures preferred
• Experience in the Medical Device Industry is helpful but not required

Experience and Skills:

Required:

• Italian native, 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 the local regulation limits; 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.

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