SECTION 1: JOB SUMMARY 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. SECTION 2: DUTIES & RESPONSIBILITIES Under limited supervision and in accordance with all applicable federal, state and local laws/regulations and Corporate Johnson & Johnson, procedures and guidelines, this position: o Perform the installation, operation, preventative maintenance, repair and upgrades of equipment per assigned work orders. o Complete clear and timely documentation associated with all performed field serviceand remote support. o Manage schedule to facilitate all aspects of technical / engineering work required to support products supported and serviced by the Biosense Webster technical department. o Responds to customer requests for emergency service. Perform basic troubleshooting and repairs of products supported by the Biosense Webster technical department. o Set and manage proper expectations with Customers before and after service related interactions to ensure customer satisfaction. o Timely completion of paperwork and administrative tasks per department/company policies and procedures. o Complete all processing of RMA returns to support individual usage of parts and equipment. o Manage allocated inventory. o Completes required trainings for supported products and processes. o Acts as customer advocate to represent customer needs internally o May be required to participate in incident investigation. o Responsible for communicating business related issues or opportunities to next management level o Follow all Company guidelines related to Health, Safety and Environmental practices. o Responsible for ensuring personal and Company compliance with all Federal, State, local and Company regulations, policies, and procedures o Performs other duties assigned as needed SECTION 3: EXPERIENCE AND EDUCATION o Experience in the Medical Device Industry is preferred o Associate Degree with 2 years service Medical related experience; OR o Highly preferred Bachelor's degree in Engineering Bio medical and OR (Electronics) Electrical Or Computer Engineering discipline. o Knowledge of servicing principles, practices and procedures preferred SECTION 4: REQUIRED KNOWLEDGE, SKILLS, ABILITIES, CERTIFICATIONS/LICENSES and AFFILIATIONS
- English verbal and written communication skills.
- Organisational skills.
- Problem solving skills.
- Knowledge of service management system is a plus
- Standard test equipment to include digital multimeter
- Office/Field time 25%/75%
- Ability to travel on short notice.
- Frequent air travel.
- Respect and apply safety rules and procedures at all times
- Participate in incident investigation.
Knowledge of Microsoft Office.
Must have valid driver's license.
Ability to work weekends and "off hours" as needed to support customer and business needs
Heavy lifting of equipment and excessive standing, lifting and bending will be required. (30 lbs)
Use personal protective equipment (PPE) and safety devices as required.