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Job Function:

Customer Management

Job Sub Function:

Technical Field Service

Job Category:

Business Enablement/Support

All Job Posting Locations:

Guarulhos, São Paulo, Brazil

Job Description:

Overall purpose of job:

• Under limited supervision, the Individual is responsible to manage the customer support system in the installation, service and repair of all products supported by Biosense Webster Inc.  Responsible for interaction with customers over the phone and in person for the handling of customer technical inquires, and complaints

Essential duties and responsibilities:

• Perform the installation, operation, preventative maintenance, repair and upgrades of equipment per assigned work orders.
• Complete clear and timely documentation associated with all performed field service and remote support.
• Manage schedule to facilitate all aspects of technical / engineering work required to support products supported and serviced by the Biosense Webster technical department.
• Responds to customer requests for emergency service. Perform basic troubleshooting and repairs of products supported by the Biosense Webster technical department.
• Set and manage proper expectations with Customers before and after service related interactions to ensure customer satisfaction.
• Timely completion of paperwork and administrative tasks per department/company policies and procedures.
• Complete all processing of RMA returns to support individual usage of parts and equipment.
• Manage allocated inventory.
• Completes required trainings for supported products and processes.
• Manage allocated inventory.
• Completes required trainings for supported products and processes.
• Acts as customer advocate to represent customer needs internally

• Performs other duties assigned as needed.
• Identifies root cause(s) utilizing comprehensive diagnostic processes and takes appropriate corrective action adhering to defined Complaint Handling Process.
• Responsible for maintaining and managing all assigned company assets that may include but are not limited to:  Tools, parts inventory, company vehicle, computer & accessories.

Job location: Brazil

Job Requirements

Essential knowledge and skills:

Experience and Education:

• Bachelor’s degree in Engineering discipline with 1-3 years of experience in related industry highly preferred.
• Academic qualification in engineering or equivalent
• Knowledge of servicing principles, practices and procedures preferred
• Experience in the Medical Device Industry is preferred

Core competencies required for this role:

Required knowledge skills, abilities, certifications:

• English/Spanish verbal and written communication skills.
• Organization skills.
• Knowledge of Microsoft Office.
• Problem solving skills.
• Knowledge of service management system is a plus
• Ability to travel on short notice.
• Operate company vehicle with appropriate license.
• Ability to work weekends and “off hours” as needed to support customer and business needs
• Heavy lifting of equipment and excessive standing, lifting and bending will be required.
• Respect and apply safety rules and procedures at all times
• Use personal protective equipment (PPE) and safety devices as required.
• Participate in incident investigation.
• travel availability - 70%

 

 

Required Skills:

 

 

Preferred Skills:

Accountability, Analytical Reasoning, Communication, Continuous Improvement, Customer Empathy, Customer Service, Customer Support Operations, Customer Support Trends, Data Gathering and Analysis, Incident Management, Innovation, Issue Escalation, Process Oriented, Project Management Office (PMO), Repair Management, SAP Field Service Management, Service Request Management, Technical Credibility