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 https://www.jnj.comJob Function: Customer ManagementJob Sub Function: Technical Field ServiceJob Category: ProfessionalAll Job Posting Locations: Hong Kong, Hong Kong, IN004 Bangalore:This Field Service Engineer is an excellent opportunity for someone with electro-mechanical maintenance experience to work on a console that is directly responsible for critical patient monitoring. In this role, the Field Service Engineer will be responsible for providing preventative and corrective maintenance on Abiomed electro-mechanical products received into the Danvers-based Service Depot, and first online in providing on-site support to the customer. The Field Service Engineer will also provide telephone support to Abiomeds customers and Abiomeds field-based Sales, Marketing and Clinical Teams. This individual will also assist the Engineering/Quality PME Teams with complaint follow-up, investigation and closeout as required and overall responsible for equipment calibration in the lab. Principal Duties and Responsibilities:

• Conducts preventative and corrective maintenance of electro-mechanical life support consoles.
• Provides technical support to customers on all company products and services.
• Manage accounts in a prescribed territory.
• Maintain on time calibration and standards as required for all test equipment used in the process of servicing.
• Manage and service as required to Abiomeds pool of service loaners and marketing console.
• Schedules and make preplanned service visits to customers with collaboration from FS-Operations.
• Work with Service operations to review customer orders and establishes improvement plans.
• Provides basic telephone support to Abiomeds customers, and Abiomeds field-based Sales, Clinical and Marketing teams.
• First inline to support onsite calls on Abiomed product line.
• Support new product introduction to market with collaboration from project managers.
• Ensures compliance to Regulatory standards, able to follow established SOPs, processes, and procedures.
• Subject master expert of products to ensure proper service and customer satisfaction.
• Evaluates, diagnoses and repairs malfunctioning equipment in response to service calls.
• Provides technical support for upgrades and other special service programs to support field service activities.
• Prepares technical analysis reports and documents as required.
• Follows up with customers, gives technical and professional support.
• Create work instructions to operationalize service implementation of tasks in service devices.
• Develops technical needs forecast by account and submit to management.
• Assist Engineering with complaint follow up, including evaluation, testing, investigation, and closeout.
• Train and mentor junior cohorts in FS department

Johnson & Johnson