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Field Service Engineer
Location:
Chennai, Tamil Nadu
Description:
Job Summary: o Installation, operation, service & repair, and upgrades of Velys when assigned. o Drive Customer Satisfaction improvement in assigned region. o Responds to customer requests for emergency service. Determines cause(s), troubleshoots, and takes corrective action Key responsibilities: o Perform installation, operation, repair and upgrades of equipment when assigned o Primary escalation Level 3 point of support issues for service delivery o Works closely FSE in order to communicate customer concerns, feature requests and bug reports and plays a critical role in customers' satisfaction o Manage region and schedule to facilitate all aspects of technical / engineering work required to support all products supported and serviced by the technical department. o Responds to customer requests for emergency service. Determines cause(s), troubleshoots, and takes corrective action. o Provides guidance to customers to include Doctors, Nurses and hospital Biomedical engineers along with Field Service Specialists and/or o o o o Representatives and assists when customer satisfaction issues arise. o Manage customer expectations on a regular basis before and after various interactions to ensure customer satisfaction. o Drive Customer Satisfaction improvement in assigned region o Supporting customers through technical and administrative activities. Understanding Customer needs and concerns. o Providing a high level of customer service. o Completes paperwork, documentation and administrative tasks per policy and procedures. o Complete, clear, and timely update in the Service Management System related to Workorders. o Complete all processing of RMA returns to support individual usage of parts and equipment. o Manage allocated inventory and complete required audits to support thereof. o Completes required trainings for supported products and processes. o Acts as customer advocate to represent customer needs internally o Reporting Feedback to field Service product lead after each service and Site visit. o Perform field service and ride along on a regular basis and when issues that are escalated o Quarterly review of expanded region to include assigned FSE's region to identify potential issues and put in actions to meet customer satisfaction. o Support installation and support of products in clinical trials, external evaluations, regulatory testing or similar. o Perform as a Technical Trainer for internal and external customers on assigned products or systems (Service Management Systems or similar) o Participate as key department representative in new product preparation, product improvement initiatives, customer engagement or any matters as assigned. o Gather data, feedback to manufactures, analyze data, identify trends, identify root cause, provide remedial actions, devise, and implement plans to improve product performance and improve customer satisfaction on assigned regions and/or assigned products identified area of improvements. o Represent Technical Service in Core Team projects to drive technical service needs as inputs in new product development. Escalate to manager before implementation with adverse impacts becomes irreversible. o Responsible for new product launch readiness (technical perspective) in putting and executing plans for manpower needs, training, tools, repair centers, parts, ordering, loaners and repair process. o Review regional issues to report and escalate repeatable issue to identified area if service-related products o Promote products & procedures and develops a strong technical knowledge in related new service release products o Manage and Maintain Issue Knowledgebase for Field Use o Be closely involved in service activities for new product o Responsible for communicating business related issues or opportunities to next management level. o 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 o Responsible for ensuring personal and Company compliance with all Federal, State, local and Company regulations, policies, and procedures o Performs other duties assigned as needed. Required Qualification : o Bachelor's degree with preferably 1 years related experience or with preferably 2 years related work experience, in customer support, or technical support/technical service o Academic qualification in engineering. o Knowledge of servicing principles, practices and procedures preferred o Experience in the Medical Device Industry is preferred Core Competencies for the role: Builds internal and external relationships based on respect Seeks, listens to, and incorporates diverse points of view Collaborates openly across boundaries and acts as a team player • Shape Inspires and contributes ideas that challenge thinking Courageously tries new things, test and learns from mistakes Demonstrates resilience and agility to drive and adapt to change • Grow self and others to become our best Develops self and others to reach their goals Engages in open and honest conversations Drives performance by managing energy and taking ownership for outcomes Job Location: o Primary Location will be in India - Chennai where Individual is hired. Will need to travel to countries/ cities / States within the assigned region. o This position may require up to 75% travel domestically and some 10%
Company:
Johnson And Johnson
Posted:
June 13 on Equest
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More About this Listing: Field Service Engineer
Field Service Engineer is a Engineering Field Service Engineer Job at Johnson and Johnson located in Chennai TN. Find other listings like Field Service Engineer by searching Oodle for Engineering Field Service Engineer Jobs.
Field Service Engineer is a Engineering Field Service Engineer Job at Johnson and Johnson located in Chennai TN. Find other listings like Field Service Engineer by searching Oodle for Engineering Field Service Engineer Jobs.