**Position Summary**:
- Johnson & Johnson Sdn Bhd is recruiting for a (1) Field Service Engineer, located in Jakarta, Indonesia.
- Under limited supervision, the Individual is responsible to manage the customer support system in the installation, service, and repair of all VELYS Robot/capital products. Responsible for interaction with customers over the phone and in person for the handling of customer technical inquires, and complaints.
**Key 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:
- Perform installation, operation, repair and upgrades of equipment when assigned.
- Primary escalation Level 3 point of support issues for service delivery
- Serves as the primary contact point for high level customer accounts
- Works closely FSE in order to communicate customer concerns, feature requests and bug reports and plays a critical role in customers' satisfaction.
- Manage region and schedule to facilitate all aspects of technical / engineering work required to support all products supported and serviced by the technical department.
- Responds to customer requests for emergency service. Determines cause(s), troubleshoots, and takes corrective action.
- Provides guidance to customers to include Doctors, Nurses and hospital Biomedical engineers along with Sales Representatives or/and Clnical Specialists and assists when customer satisfaction issues arise.
- Manage customer expectations on a regular basis before and after various interactions to ensure customer satisfaction.
- Drive Customer Satisfaction improvement in assigned region
- Completes paperwork, documentation and administrative tasks per policy and procedures.
- Complete, clear and timely update in the Service Management System related to Workorders.
- Complete all processing of RMA returns to support individual usage of parts and equipment.
- Manage allocated inventory and complete required audits to support thereof.
- Completes required trainings for supported products and processes.
- Acts as customer advocate to represent customer needs internally
- Share Leadership/Ownership of assigned Service Matrix / reports (functional and specific metrics are assigned to FSE level II)
- Mentoring and coaching of assigned members by providing regular verbal and written feedback on Technical Competency, Communication Skills, Customer Service, Compliance, and Operational Efficiency - "Field Contact Report".
- Perform field service and ride along on a regular basis and when issues that are escalated
- Quarterly review of expanded region to include assigned FSE's region to identify potential issues and put in actions to meet customer satisfaction.
- Support installation and support of products in clinical trials, external evaluations, regulatory testing or similar.
- Perform as a Technical Trainer for internal and external customers on assigned products or systems (Service Management Systems or similar)
- Participate as key department representative in new product preparation, product improvement initiatives, customer engagement or any matters as assigned.
- Gather data, feedback to manufactures, analyze data, identify trends, identify root cause, provide remedial actions, devise, and implement plans to improve product performance and improve customer satisfaction on assigned regions and/or assigned products identified area of improvements.
- Represent Technical Service in Core Team projects to drive technical service needs as inputs in new product development. Escalate to manager before implementation with adverse impacts becomes irreversible.
- Responsible for new product launch readiness (technical perspective) in putting and executing plans for manpower needs, training, tools, repair centers, parts, ordering, loaners and repair process.
- Review regional issues to report and escalate repeatable issue to identified area if service-related products
- Promote products & procedures and develops a strong technical knowledge in related new service release products
- Manage and Maintain Issue Knowledgebase for Field Use
- Be closely involved in service activities for new product
- Responsible for communicating business related issues or opportunities to next management level.
**Qualifications**:
- Bachelor's degree with preferably 8 years related experience or with preferably 12 years related work experience, in customer support, or technical support/technical service
- Academic qualification in engineering.
- Knowledge of servicing principles, practices and procedures preferred
- Experience in the Medical Technology Industry is preferred
- Project Management, Presentation, Good communication Skills
- Customer service experience, data analysis experience
- Leadership skills preferably with experience in leading teams indirectly or indirectly
- Organization skills.
- Knowledge of Microsoft Office.
- Problem