FIELD SERVICE ENGINEER

Field Service Engineer primary responsibility centers around technical support of Velys Digital Surgery (Orthopedics).
Serves as a liaison between commercial and support functions of the organization and holds responsibility for relevant administrative aspects of hardware field deployment.
Individual is responsible to own the customer support system in the installation, service and repair of all capital products - Velys.
Responsible for interaction with customers over the phone and in person for the handling of customer technical inquires, and complaints.
Overall responsibilities and duties.
Perform Technical Support to internal and external customers.
Manage 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.
Manage region and schedule to facilitate all aspects of technical / engineering work required to support all products supported and serviced by the technical department.
Responds to customer requests for emergency service.
Resolves cause(s), troubleshoots and takes corrective action.
Provides guidance to customers to include Doctors, Nurses and hospital Biomedical engineers along with Field Service Specialists and/or Representatives and assists when customer happiness issues arise.
Lead customer expectations on a regular basis before and after various interactions to ensure customer happiness.
Completes paperwork, documentation and administrative tasks per policy and procedures.
Handle allocated inventory and complete required audits to support thereof.
Support installation and support of products in clinical trials, external evaluations, regulatory testing or similar.
Responsible for ensuring personal and Company compliance with all local and Company regulations, policies, and procedures.
Qualifications Higher education degree or equivalent experience in engineering (required) Min 3-5 years of technical experience with Medical Devices (required) Readiness to be present in OR during orthopedic surgeries (required) Specialization in Medical Devices (strongly preferred) Project Management, Presentation, Good interpersonal skills Customer service experience, data analysis experience English verbal and written communication skills.
Organization skills.
Knowledge of Microsoft Office.
Office/Field time % Ability to travel on short notice.
Operate company vehicle with appropriate license.
Ability to work weekends and “off hours” as needed to support customer and business needs Heavy lifting of equipment and excessive standing, lifting and bending will be required.
Respect and apply safety rules and procedures at all times Participate in incident investigation.
Ability to perform electrical safety testings (IEC ) (strongly preferred) Proactive problem solving/solution seeking Ability to navigate multi-function corporate environment Johnson & Johnson Family of Companies are equal opportunity employers, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by law.
For more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit www.
areers.
nj.
om.