Field Service Engineer-Shanghai

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

Job Function
Customer Management

Job Sub Function
Technical Field Service

Job Category
Business Enablement/Support

All Job Posting Locations:
Shanghai, China

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

SECTION 2: DUTIES & 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 Electrophysiology technical department.
• Responds to customer requests for emergency service. Perform basic troubleshooting and repairs of products supported by the Electrophysiology 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.
• Acts as customer advocate to represent customer needs internally.
• May be required to participate in incident investigation.
• Responsible for communicating business related issues or opportunities to next management level.
• Follow all Company guidelines related to Health, Safety and Environmental practices.
• Responsible for ensuring personal and Company compliance with all Federal, State, local and Company regulations, policies, and procedures.
• Performs other duties assigned as needed Rev 2 CONFIDENTIAL use pursuant to Company Procedures Page 2 of 4.

SECTION 3: EXPERIENCE AND EDUCATION*

• Experience in the Medical Device Industry is preferred.
• Associate Degree with 2 years' service Medical related experience; OR Highly preferred Bachelor's degree in Engineering Biomedical and OR (Electronics) Electrical Or Computer Engineering discipline.
• Knowledge of servicing principles, practices and procedures preferred.

SECTION 4: REQUIRED KNOWLEDGE, SKILLS, ABILITIES, CERTIFICATIONS/LICENSES and
AFFILIATIONS*

• English verbal and written communication skills.
• Organization skills.
• Knowledge of Microsoft Office.
• 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.
• 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.
• Respect and apply safety rules and procedures at all times.
• Use personal protective equipment (PPE) and safety devices as required.
• Participate in incident investigation.
• May be required to lift up to 60 lbs.

Required Skills
Preferred Skills:
Analytical Reasoning, Communication, Continuous Improvement, Customer Service, Customer-Support, Customer Support Operations, Customer Support Trends, Data Gathering Analysis, Incident Management, Problem Solving, Project Management Office (PMO), SAP Field Service Management, Service Request Management, Teamwork, Technical Credibility, Troubleshooting