Emea Velys Field Service Product Leader
Vor 3 Tagen
**_Caring for the worldone person at a time” _**inspires and unites the people of Johnson & Johnson. This culture of caring is the focus of our corporate philosophy, that are anchored in the internationally applicable Credo.
**DePuy Synthes **Companies of Johnson & Johnson is the largest, most comprehensive orthopedic and neurological business in the world. DePuy Synthes offer an unparalleled breadth and depth of technology, devices, services and programs in the areas of joint reconstruction, trauma, spine, sports medicine, neurological, cranio-maxillofacial, power tools and biomaterials. Our broad array of inspired, innovative and high-quality offerings, help advance the health and wellbeing of people around the world.
We are looking for a highly committed:
**EMEA VELYS Field Service Product Leader in Zuchwil**
**(Permanent)**
**Overview**
The EMEA Regional Field Service Product Lead, will be responsible for regional VRAS activity, including a cadence of Professional & Internal education events. This person will act as an expert for the region, providing first line support to assist local market FSE’s trouble shooting queries/ esculations that arise.
The EMEA Regional Field Service Product Leader will be expected to be certified to the level of “train the trainer” with the ability to support the onboarding of future regional FSE’s for VRAS.
Although the role will be focused on VRAS, the person is expected to also be familiar and upskill themselves in other DPS Capital equipment (i.e. Mitek AE & Power). They are expected to partner closely with the regional marketing team and NPI deployment teams to provide insight, feedback and input into existing and future products in the region.
**Responsibilities**:
The role is anticipated to be 70 -80% Swiss based and involve 20-30% travel focused across the EMEA region.
Under limited supervision and in accordance with all applicable laws/regulations and corporate Johnson & Johnson, procedures and guidelines, the person employed in this position is expected to:
- Perform installation, operation, repair and upgrades of equipment when assigned.
- Serves as the primary contact point for EMEA Markets.
- Works closely with FSEs across the region to collate and share concerns, feature requests and bug reports back up to the global service team improving Customer Satisfaction.
- Manage schedule to facilitate all aspects of technical / engineering work required to support all products supported and serviced.
- 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 Field Service Specialists and/or Representatives and assists when customer satisfaction issues arise.
- Manage customer expectations on a regular basis before and after various interactions to ensure customer satisfaction.
- 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 as required and when issues are escalated.
- Quarterly review of expanded region to include assigned FSE’s, 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 per
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