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Biosense Webster looks for a Field Service Engineer
Under limited supervision, the Individual is responsible to handle the customer support system in the installation, service and repair of all products supported by Biosense Webster Inc. Responsible for interaction with customers over the phone and in person for the handling of customer technical inquires, and complaints.
Key Responsibilities:
Under limited supervision and in accordance with all applicable federal, state and local laws/regulations and Corporate Johnson & Johnson, procedures and guidelines, this position:
- 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 Biosense Webster technical department.
- Assigned territory will be mainly Poland and 1/2 countries of Scandinavia for 80% 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 Federal, State, local and Company regulations, policies, and procedures
- Performs other duties assigned as needed