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Technical Support Engineer

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Job Description


Under limited supervision, the Individual is responsible to manage the customer support system in the installation, service and repair of all products supported by Biosense Webster Inc. The individual will be responsible for the interaction with customers over the phone and in person for the handling of customer technical inquires, and complaints.


DUTIES & RESPONSIBILITIES:

 

  • Manage an assigned region by performing technical service activities directly or through a local service engineer to provide the services as indicated below
  • Perform Remote Technical Support to internal and external through the Customer Support Call Center or when connected by the Engineers in the assigned region
  • Manage account schedule and perform the installation, operation, repair and upgrades of equipment within assigned territory
  • Mentor and coach Associate Field Service Engineers (FSE) and support them in installation, maintenance, repairs and troubleshooting
  • Devises and implements preventative maintenance programs and maintains performance and service records for equipment
  • Manage the region and schedule to facilitate all aspects of technical/engineering work required to support all products supported and serviced by the Biosense Webster technical department
  • Responds to customer requests for emergency service. Determines 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 satisfaction issues arises
  • Manage customer expectations on a regular basis before and after various interactions to ensure customer satisfaction.
  • Drive Customer Satisfaction improvements for the assigned territory through monthly review of complaints / parts usage / system performance. Analyze data, identify issues and put in corrective actions and improvements plans
  • Complete paperwork, documentation and administrative tasks as per the policy and procedures
  • Complete, clear and provide timely update in the Service Management System related to Workorder, 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 the customer advocate to represent customer needs internally
  • Participate in incident investigation
  • Support installation and support of products in clinical trials, external evaluations, regulatory testing or similar
  • Share Leadership / Ownership of assigned Service Matrix / reports (functional and specific metrics are assigned to FSE level II)
  • Mentoring and coaching of assigned team members by providing regular verbal and written feedback on Technical Competency, Communication Skills, Customer Service, Compliance, and Operational Efficiency - "Field Contact Report”
  • Perform Field Ride Along with Assigned FSE team at least 2 times per FSE per year
  • Quarterly review of expanded region to include assigned FSE’s region to identify potential issues and put in actions to meet customer satisfaction
  • Responsible for communicating business related issues or opportunities to next management level
  • For those who supervise or manage a staff, responsible for ensuring that subordinates follow all Company guidelines related to Health, Safety and Environmental practices and that all resources needed to do so are available and in good condition, if applicable
  • Responsible for ensuring personal and Company compliance with all Federal, State, local and Company regulations, policies, and procedures
  • Performs other duties assigned as needed

 


Qualifications

EXPERIENCE AND EDUCATION:


  • Experience in the Medical Device Industry is preferred
  • Vocational / Trade Certificate with preferably 4 years related work experience in Service Medical Equipment; OR
  • Associate Degree in Biomedical and OR (Electronics) Electrical Or Computer Engineering with 2 years related experience; OR
  • Bachelor’s degree in Engineering in Biomedical and OR (Electronics) Electrical Or Computer Engineering discipline with 2+ years of experience in related industry highly preferred
  • Academic qualification in engineering is highly preferred
  • Knowledge of servicing principles, practices and procedures preferred

REQUIRED KNOWLEDGE, SKILLS, ABILITIES, CERTIFICATIONS/LICENSES and AFFILIATIONS:

 

  • English verbal and written communication skills
  • Organization skills
  • Knowledge of Microsoft Office.
  • Problem solving skills
  • Ability to work independently
  • Demonstrated experience in taking personal responsibility, acts independently on customers’ needs
  • Has knowledge of competitors’ products and strategy
  • Demonstrated Presentation skills
  • Knowledge of 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
  • This position may require up to 60% travel domestically and internationally 
  • Operate the 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
  • Use personal protective equipment (PPE) and safety devices as required
  • Participate in incident investigation

 



Primary Location
Singapore-Singapore-Singapore-
Organization
Johnson & Johnson Pte. Ltd. (8435)
Job Function
Sales
Requisition ID
2005804033W