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Customer Management

Associate Field Service Engineer - Biosense Webster, Athens - Greece

  • Titolo Associate Field Service Engineer - Biosense Webster, Athens - Greece
  • Funzione Customer Management
  • Sottofunzione Technical Field Service
  • Categoria Senior Representative, Technical Field Service (S3)
  • Località Athens, Attica, Greece; Pefki, Attica, Greece
  • Data di pubblicazione
  • Riferimento 2406189088W
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Field Service Engineer (24 months contract) – Biosense Webster, Athens - Greece
Biosense Webster is looking for a Field Service Engineer to join an international,  motivated and talented team. Under limited supervision, you will be responsible to handle the customer support system in the installation, service and repair of all products supported by Biosense Webster. You will also be responsible for interaction with customers over the phone and in person for the handling of customer technical inquires, and complaints. This is a great opportunity for a talented and motivated individual preferably located in Athens. This is a fixed term contract 24-36 months, with possibility to become a regular contract based on performance and business needs.

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 Greece, Israel and Balkans 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


  • Vocational/Trade Certificate with preferably 4 years related work experience; OR
  • Associate degree with 2 years related experience; OR
  • Bachelor’s degree in engineering field highly preferred.
  • Experience in the Medical Device Industry is helpful but not required
  • Knowledge of servicing principles, practices and procedures preferred
  • Hebrew and/or Greek language is a plus
  • Knowledge of a service management system is a plus


  • English verbal and written communication skills
  • Located in Athens area and ability to travel on short notice and sleep in hotels, Office/Field (25%/75%)
  • Ability to work “off hours” and seldom weekends as needed to support customer and business needs
  • Ability to lift and move equipment up to 35Kg; excessive standing and bending will be required as well.
  • Valid driving license
  • Knowledge of Microsoft Office.


  • Organization & problem-solving skills.
  • Ability to drive customer satisfaction and work improvement
  • 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.

Johnson & Johnson is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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