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Job Description:

The Electrophysiology Technical Service EMEA looks for a Field Service Engineer, who will be responsible to handle the customer support system in the installation, service and repair of all products supported by Electrophysiology Technical Service EMEA. Also, s/he will be responsible for any interaction with customers over the phone and in person for the handling of customer technical inquires, and complaints.

Location preferred: Rome
The type of contract offered will be in accordance with the experience of the chosen candidate.

Key Responsibilities:

• 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 J& J Electrophysiology technical department.
• Assigned territory will be at 80% mainly centre and south Italy 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 local and Company regulations, policies, and procedures
• Performs other duties assigned as needed

Qualifications

Education:

• Engineering academic background (Bachelor or Master degree) is highly preferred
• Professionals with proven experience in a Technical Service role can be also considered.
• Knowledge of servicing principles, practices and procedures preferred
• Experience in the Medical Device Industry is helpful but not required

Experience and Skills:

Required:

• Italian native, English verbal and written communication skills.
• Organization skills.
• Knowledge of Microsoft Office.
• Problem solving skills.
• Knowledge of a 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 and sleep in hotels
• Frequent air travel.
• Operate company vehicle with appropriate license.
• Ability to work “off hours” and seldom weekends as needed to support customer and business needs
• Ability to lift and move equipment up to the local regulation limits; excessive standing and bending will be required as well
• 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.