Field Service Engineer, Madrid

Technical Customer Support Engineer

The engineer, Technical Customer Support is located in areas with high market presence of J&J medical equipment, Cataract, Refractive & OSD surgery.

One prime purpose of the specialist is to provide technical service in cultural and geographic proximity to customers. This will allow J&J to offer professional and fast support to our customers.

Further, Specialist, Technical Customer Support can develop, improve and extend existing customer relationships, resulting in incremental sales of services (Service contracts).

Specialist will be key for J&J to closely supervise performance of medical equipment, respond quickly to customer enquiries and provide accurate feedback on system usage, performance and customer happiness.

In their technical role, is coordination the European Field operations, with close relationship to the local equipment manager and sales. They will actively approach customers in regard to sales of services.

J&J Field Service operates in a European network, occasional travel on short term notice within EAM if required.

It is encouraged that Specialist, Technical Customer Support has a significant positive impact on generation of incremental revenue through their support activities.

Adheres to environmental policy, procedures, and supports department environmental objectives.

Field Service:

Provides first line on site support to address local customer issues.

Required safety checks, preventive maintenance and repair as per applicable legal requirements, MDD and in-line with J&J systems service policy.

Implements compulsory, mandatory or performance related improvements to the installed base.

Delivery, installation and commissioning of J&J surgical equipment.

Reporting & Administrative:

Performs all work according to J&J's Quality Management System.

Maintain and update local market installed base list and device history file.

Provides regular updates on performance records, warranty tracking and / or customers inquiries in particular.

Following the J&J complaint process.

Actively drive the complaint process for J&J continuous product improvement.

Management of parts trunk stock.

Maintenance of tools and test equipment. Service Sales and Marketing:

Initiate and drive sales of service contracts, contract business & service packages.

Customer Support:

Support areas outside of their market to address critical customer situations if requested under consideration of local requirements.

Takes care for key accounts in local markets.

Evaluate and communicate specific local market requirements.

General:

Address local market priorities, applying Tech Support resources.

Trade in / trade out programs, second hand units, de-installation and recycling.

Actively participate in international technical meetings

Qualifications:

Minimum education required for proficient performance: Associate degree or equivalent experience in (medical) electronics, post high school technical training.

Minimum experience (number of month/years and type of work experience beyond formal education) required for proficient performance: 3 year of service experience preferred in medical industry. Familiarity with ophthalmic or diagnostic equipment used in surgery environment a plus.

Local language plus good knowledge of English oral and written. Additional language a plus.