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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 Function: Supply Chain EngineeringJob Sub Function: Field Service EngineeringJob Category: Scientific/TechnologyAll Job Posting Locations: Melbourne, Victoria, AustraliaJob Description:About MedTechFuelled by innovation at the intersection of biology and technology, were developing the next generation of smarter, less invasive, more personalised treatments.Visit us at to see how your unique talents will help patients on their journey to wellness.The OpportunityThe Field Service Engineer is tasked with ensuring high customer satisfaction through relationship-building and problem analysis to identify and resolve complex technical issues. Responsibilities include performing core service and repair activitiessuch as installation, maintenance, software upgrades, and decommissioningaccording to customer service agreements. The role also involves troubleshooting and consulting on equipment installation, addressing customer-reported technical problems, and preventing future operational issues.ResponsibilitiesPerform Remote Technical Support to internal and external clients via communication with Service Care Coordinators.Manage account schedule and execute installation, operation, repair, and upgrades of equipment to ensure functionality per specifications.Develop and implement preventative maintenance programs; maintain performance and service records for equipment.Manage regional schedule to support technical and engineering work for all serviced products.Respond to customer emergency service requests; diagnose issues, troubleshoot, and implement corrective actions.Provide guidance to customers (Doctors, Nurses, Biomedical Engineers, Field Service Specialists) and assist when customer satisfaction issues arise.Manage customer expectations consistently to ensure satisfaction.Drive customer satisfaction improvement through monthly reviews of complaints, parts usage, and system performance; analyse data and implement corrective action plans.Complete required paperwork, documentation, and administrative tasks in accordance with policies and procedures.Timely update of the Service Management System regarding work orders.Process spare component returns to support part and equipment usage.Complete necessary training for supported products and processes.Participate as a key representative in new product preparation, product improvement initiatives, and customer engagement.Act as a Technical Trainer for internal and external customers on assigned products or systems.About YouDegree qualified in Engineering (Biomedical, Mechanical, Electrical Mechatronic, Robotic), or a Trade/Vocational Certified Service/Electrical Technician, and a valid driver licence.Minimum 2-3 years experience within medical devices, the ability to travel locally and interstate as required and be available to work outside of office hours and on weekends occasionally.Well presented with good project management, organisation, problem solving, and communication skills.Strong customer service experience with the ability to drive customer satisfaction, and data analysis experience.Leadership skills preferably with experience in leading teams indirectly or indirectly.Knowledge of Service Management Systems and Microsoft Office.Why Choose Us:Competitive remuneration package.Continuous training and support.Award-winning leadership development programs.Inclusive, flexible, and accessible working arrangements.Equal opportunity employer supporting diversity and inclusion.Our Benefits:Up to 18 weeks of parental leave to support new parents.4 days of volunteer leave to give back to the community.Option to purchase up to 2 weeks of additional annual leave for extra time off.Enjoy a dedicated Wellbeing Day to prioritise self-care.Global Wellness Reimbursement of $780 per year for healthy eating, exercise, or mindfulness activities.Access to an Employee Assistance Program for personal and professional support.Enhanced leave provisions for compassionate (caregiver) leave, providing up to 30 days of additional support.Life insurance coverage for added peace of mind.And much more...Great Place to Work Certified 2024Great Place to Work Certification recognises employers who create outstanding employee experience. The certification process is recognised worldwide as the global benchmark for identifying outstanding workplaces.Johnson & Johnson - Australia and New Zealand was certified as a Great Place to Work in ANZ in its first year of participation. #J-18808-Ljbffr