Field Service Engineer

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.com

Job Function:
Supply Chain Engineering

Job Sub Function:
Field Service Engineering

Job Category:
Scientific/Technology

All Job Posting Locations:
Melbourne, Victoria, Australia

Job Description:

About MedTech

Fuelled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalised treatments.

Visit us at https://www.jnj.com/medtech to see how your unique talents will help patients on their journey to wellness.

The Opportunity

The Field Service Engineer is tasked with ensuring high customer satisfaction through relationship-building and problem analysis to identify and resolve complex technical issues.

Responsibilities include performing core service and repair activities—such as installation, maintenance, software upgrades, and decommissioning—according to customer service agreements.

The role also involves troubleshooting and consulting on equipment installation, addressing customer-reported technical problems, and preventing future operational issues.

Responsibilities



* Perform Remote Technical Support to internal and external clients via communication with Service Care Coordinators.


* Manage account schedule and execute installation, operation, repair, and upgrades of equipment to ensure functionality per specifications.


* Develop and implement preventative maintenance programs; maintain performance and service records for equipment.


* Manage regional schedule to support technical and engineering work for all serviced products.


* Respond to customer emergency service requests; diagnose issues, troubleshoot, and implement corrective actions.


* Provide guidance to customers (Doctors, Nurses, Biomedical Engineers, Field Service Specialists) and assist when customer satisfaction issues arise.


* Manage customer expectations consistently to ensure satisfaction.


* Drive customer satisfaction improvement through monthly reviews of complaints, parts usage, and system performance; analyse data and implement corrective action plans.


* Complete required paperwork, documentation, and administrative tasks in accordance with policies and procedures.


* Timely update of the Service Management System regarding work orders.


* Process spare component returns to support part and equipment usage.


* Complete necessary training for supported products and processes.


* Participate...