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.

Johnson & Johnson Vision is looking for a Service Engineer based in Moscow

SUMMARY

The Field Service Engineer (FSE) is located in areas with high market presence of J&J medical equipment, Cataract, Refractive & OSD surgery.

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

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

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

In her/his technical role, is integrated in the European Field Operations, with close relationship to the local equipment manager and sales. He 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 EMEA if required.

It is expected that FSE has a significant positive impact on generation of incremental revenue through their support activities.

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

Responsibilities:

1. Field Service – 70%

• Provide first line on site support to address local customer issues.
• Perform required safety checks, preventive maintenance and repair as per applicable legal requirements, MDD and in-line with J&J systems service policy.
• Implement compulsory, mandatory or performance related enhancements to the installed base.
• Delivery, installation, and commissioning of J&J surgical equipment.

2. Reporting & Administrative,

• Perform all work according to J&J's Quality Management System.
• Maintain and update local market installed base list and device history file in service ERP MDS&R.
• Comply to 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.

3. Service Sales and Marketing

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

4. 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.

5. General

• Address local market priorities, utilizing Tech Support resources.
• Actively participate in international technical meetings

EXPERIENCE & EDUCATION

• Technical education in electronic or optic or proven skills
• Fluent English
• Reasoning Ability
• Networking skills
• Excellent troubleshooting skills
• Excellent customer/people skills
• Highly organized and responsive
• Excellent written and verbal skills
• Familiar with Windows and MS Office applications, SAP skills
• Ability to work independently and as part of a team
• Ability to operate in multicultural and cross-functional environments
• High flexibility towards change

LOCATION & TRAVEL REQUIREMENTS

• Able to 70% travel time - domestic and internationally
• Drivers’ license and an excellent track record for driving