EP - Field Engineer

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We provide an inclusive work environment where each person is considered as an individual.

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Job Function:
Customer Management

Job Sub Function:
Technical Field Service

Job Category:
Business Enablement/Support

All Job Posting Locations:
Guarulhos, São Paulo, Brazil

Job Description:

Overall purpose of job:


* Under limited supervision, the Individual is responsible to manage the customer support system in the installation, service and repair of all products supported by Biosense Webster Inc.

Responsible for interaction with customers over the phone and in person for the handling of customer technical inquires, and complaints

Essential duties and responsibilities:


* Perform the installation, operation, preventative maintenance, repair and upgrades of equipment per assigned work orders.


* Complete clear and timely documentation associated with all performed field service and remote support.


* Manage schedule to facilitate all aspects of technical / engineering work required to support products supported and serviced by the Biosense Webster technical department.


* Responds to customer requests for emergency service.

Perform basic troubleshooting and repairs of products supported by the Biosense Webster technical department.


* Set and manage proper expectations with Customers before and after service related interactions to ensure customer satisfaction.


* Timely completion of paperwork and administrative tasks per department/company policies and procedures.


* Complete all processing of RMA returns to support individual usage of parts and equipment.


* Manage allocated inventory.


* Completes required trainings for supported products and processes.


* Manage allocated inventory.


* Completes required trainings for supported products and processes.


* Acts as customer advocate to represent customer needs internally



* Performs other duties assigned as needed.


* Identifies root cause(s) utilizing comprehensive diagnostic processes and takes appropriate corrective action adhering to defined Complaint Handling Process.


* Responsible for maintaining and managing all assigned company assets that may include but are not limited to: Tools, parts inventory, company...