Job Description

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at jnj.com.

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function:

Customer Management

Job Sub Function:

Technical Field Service

Job Category:

Business Enablement/Support

All Job Posting Locations:

Pomezia, Roma, Italy

Job Description:

A proposito di Chirurgia

Ispirati dall'innovazione che nasce dall’incontro tra biologia e tecnologia, stiamo sviluppando la prossima generazione di cure innovative, meno invasive e più personalizzate.

Il tuo obiettivo è fornire il tuo contributo nel migliorare ed ampliare le opportunità della Chirurgia? Sei pronto a entrare a far parte di un team che sta reinventando il modo in cui curiamo i nostri pazienti? Il nostro team di Chirurgia ti darà la possibilità di fornire tecnologie e soluzioni chirurgiche a professionisti sanitari e chirurghi di tutto il mondo. Il tuo supporto contribuirà a trattare efficacemente alcune delle patologie più diffuse al mondo come obesità, malattie cardiovascolari e tumori. I pazienti stanno aspettando.

Il tuo talento aiuterà i pazienti nel loro viaggio verso il benessere. Per ulteriori informazioni, visitare il sito Web https://www.jnj.com/medtech

Stiamo cercando il miglior talento nel ruolo di Field Service Engineer.

Job Description

Overall purpose of job:

Install and repair equipment at customers' premises, testing its operation. To ensure that customers receive a technical assistance service in compliance with contracts, guaranteeing high standards of operation. The position works to repair, in compliance with the times, procedures and technical standards in force, the equipment marketed by Surgery (electrosurgical systems, ultrasound scalpels, robotic systems). It dialogues with Clinical Engineers and Hospital Technicians, also proposing commercial solutions regarding technical assistance.

Key responsabilities:

• Responsible for installing, maintaining, and repairing equipment marketed and owned by the division within the assigned territory.
• Liaises with customers on both technical and commercial matters, managing technical service offerings in close collaboration with the Sales Force. Prepares documentation confirming the services performed.
• Provides internal and external customers with technical and functional support for equipment covered by technical service.
• Contributes to the preparation of technical service tenders and equipment specifications within the assigned territory.
• Provides remote technical support and operational guidance to customers upon request.
• Diagnoses faults using information provided by the customer and the equipment, including the reported malfunction, likely cause, and preliminary diagnosis, and then performs the necessary repair.
• Repairs generally involve replacing electrical and/or mechanical spare parts and making the required equipment connections. After completing the repair, follows the applicable test procedures, verifies equipment functionality, and completes the required repair documentation.
• Maintains the skills required to service equipment from different divisions.
• Promotes and sells technical service contracts, including negotiations at customer sites.
• Prepares repair quotations and, in collaboration with the Sales Force, supports any subsequent commercial negotiations. Prepares documentation confirming the repairs performed.
• Prepares, upon customer request, documents containing technical and/or administrative information relating to maintenance activities.
• Performs on-site activities to help ensure the continuous operation of customer equipment.
• When required, delivers technical training to clinical engineers and operating room staff at customer sites.
• When required, supports the Sales Force during technical discussions and operating room trials.
• Prepares and proposes updates to internal operating procedures, aligns them with the relevant company departments, and submits them to the Quality function for approval.
• Identifies and proposes improvements aimed at reducing costs and enhancing service for internal and external customers. Ensures compliance with safety procedures to help prevent workplace accidents.
• Maintains professional knowledge and skills through relevant training courses.
• Performs all activities in full compliance with applicable ISO standards and the company's quality procedures.

Required Qualification and Core Competencies for the role:

• Degree in Engineering (preferably biomedical, mechanical, electronic) or equivalent, and more than 12 months' experience in the field of after-sales technical assistance.
• English level: Upper-Intermediate – B2
• Type B driving license
• Strong analytical skills and problem-solving aptitude
• Knowledge of international standards IEC 60601 and IEC EN 62353

Required Skills:

Preferred Skills:

Accountability, Analytical Reasoning, Communication, Continuous Improvement, Customer Empathy, Customer Service, Customer Support Operations, Customer Support Trends, Data Gathering and Analysis, Incident Management, Innovation, Issue Escalation, Process Oriented, Project Management Office (PMO), Repair Management, SAP Field Service Management, Service Request Management, Technical Credibility

The anticipated base pay range for this position is:

€29.800,00 - €48.530,00

Benefits:

In addition to base pay, we offer the following benefits*: an annual bonus with set target (% of pay) depending on pay grade / location, where the actual amount is based on the employees’ and companies’ performance of the previous calendar year, or sales commissions. Moreover, we offer vacation days, parental leave for a minimum of 12 weeks, bereavement leave, caregiver leave, volunteer leave, well-being reimbursement, programs for financial, physical and mental health. We also offer service anniversary and recognition awards, and subject to the terms of their respective plans, employees - and in some location’s eligible dependents - can participate in several insurance plans. For more information, visit Employee benefits | Supporting well-being & career growth | Johnson & Johnson Careers.

*This is for informative purposes only. Amounts and actual benefits may vary by location and are subject to change.