Description
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.
Job Function:
Customer ManagementJob Sub Function:
Technical Field ServiceJob Category:
Business Enablement/SupportAll Job Posting Locations:
Shanghai, ChinaJob Description:
Completes tasks for the Technical Field Service team as a junior support individual contributor that executes tasks that are typically not routine. Provides support for executive leaders and internal teams in the customer service function. Helps conduct area audits to ensure accuracy, timeliness, and quality of deliverables. Maintains high standards of professionalism, efficiency, personal communication, discretion, and independent judgment.
------- DUTIES & RESPONSIBILITIES ------
Assists with completion of tasks for the customer service unit to ensure accuracy, timeliness, and quality of deliverables.
Supports the achievement of operational targets by executing tasks that are typically not routine.
Works with and helps guide a team of Field Service Engineers in Managing Account Schedule and perform the installation, operation, repair and modification of equipment within assigned territory.
Responds to customer requests for emergency service. Determines cause(s), troubleshoots, and takes corrective action.
Assist when customer satisfaction issues arise and supports on-the-job training with Field Service Engineers
Helps coordinate maintenance of parts inventory / products to ensure that technical field service parts are available when needed for repairs.
Documents communication with clients regarding the status of service requests and reports any issues that may arise during service calls.
Organizes work orders using computers to track time and expenses for field service jobs.
Demonstrates Johnson & Johnson’s Leadership Imperatives and Credo.
Required Skills:
Preferred Skills:
Analytical Reasoning, Communication, Continuous Improvement, Customer Service, Customer Support, Customer Support Operations, Customer Support Trends, Data Gathering and Analysis, Incident Management, Problem Solving, Project Management Office (PMO), SAP Field Service Management, Service Request Management, Teamwork, Technical Credibility, Troubleshooting