Field Service Engineer, Electrophysiology (MEA)

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 jnj.com.

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

About MedTech

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.

Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

Purpose: To provide expert technical assistance and high-quality service for Electrophysiology (EP) customers across the Middle East & Africa (MEA) region. This role is responsible for managing all aspects of the service lifecycle, including new system installations, preventative maintenance, emergency repairs, and support for new product launches, while ensuring all activities adhere to compliance guidelines.

You will be responsible for:

• Customer Service Management: Act as the primary point of contact for customer service requests, logging and managing cases from initiation to resolution to ensure timely and effective support.
• Field Service & Repair: Independently perform on-site service activities, including the installation of new EP systems, planned preventative maintenance, system upgrades, and urgent repairs.
• New Product Support: Play a key role in the launch of new EP products by managing their installation, providing initial support, and training customers to ensure successful adoption.
• Technical Support: Provide effective technical support to customers, distributors, and internal teams, understanding customer needs to deliver value-added service.
• Logistics & Administration: Monitor and manage the movement of spare parts to ensure availability, and handle administrative duties such as preparing service quotes, processing orders, invoicing, and managing shipping logistics.
• Contract Management: Monitor warranty periods and service contracts, following up with customers on renewals to ensure continuous service coverage.
• Collaboration: Partner effectively with the commercial franchise, distributors, and other business partners across the MEA region to deliver a seamless customer experience.
• Travel: Travel extensively within the Middle East & Africa region to support customers (approximately 50-70%).

Essential Knowledge and Skills:

• Education: University/Bachelor’s Degree in Biomedical, Electrical, or Electronic Engineering.
• Experience: Generally requires 3+ years of related field service experience.
• Technical Specialty: Demonstrated experience with Electrophysiology systems, such as 3D cardiac mapping systems, RF generators, and associated diagnostic equipment, is strongly preferred.

Core Competencies Required for this Role:

• Outward Looking-Customer Centric
• Business and Results Driven
• Interdependent Partnering Ability
• Prudent Risk-Taking
• Active Team Player

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