Customer Service & Support Jobs in Guarulhos, Brazil (Now Hiring) — 12 open

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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:

Performs installation, preventive maintenance, repair, and modification of equipment, supporting both field and depot activities within the assigned area of responsibility. Ensures all equipment and systems meet defined performance standards, achieving product performance metrics and high levels of customer satisfaction.

Essential duties and responsibilities:

Technical Service Activities – Depot & Field

• Perform installation, preventive maintenance and corrective maintenance.
• Execute Field Service activities at customer sites, including installations, maintenance and repairs.
• Execute Service Center (Depot) activities, including registration of all performed activities.
• Support complaint handling activities according to established processes and regulatory requirements.
• Plan service visits, coordinate parts/tools, and ensure timely closure of service activities.
• Partner with field service, sales, clinical teams, and customers to improve service delivery.
• Provide written and verbal technical support and troubleshooting for Clinical Account Specialists (CAS).
• Manage assigned company assets, including the company vehicle (as applicable), tools, parts inventory, computer, and accessories, in compliance with company processes and procedures.

Compliance & Core Responsibilities

• Knowledge, practice, and compliance with the Johnson & Johnson Credo.
• Knowledge and compliance with J&J Quality, Safety, Occupational Health, and Environmental policies.
• Ensure compliance with all local regulations, company policies, procedures, and quality requirements.
• Maintain complete and accurate physical and digital service records in accordance with regulatory and procedural requirements.
• Submit all business travel expenses in compliance with the company T&E policy and within required timelines.
• Complete all assigned training courses on time and as requested.

Special requirements:

Traveling up to 40%

Guarulhos - Brazil - Service Center and Field Service (hospitals and customer’s dependencies)

Job Requirements

Essential knowledge and skills:

• Bachelor’s degree in Biomedical Engineering, Electronic Engineering, or a related field.
• 2+ years of experience maintaining medical equipment, preferably in field service with direct customer contact.
• Intermediate English.
• Basic networking/IT knowledge is highly desired.
• Intermediate proficiency with Microsoft Office (Excel, Word, PowerPoint, Outlook).
• Ability to lift and move equipment and work in clinical environments.
• Up to 30% travel availability (domestic and international).
• Valid driver’s license (company vehicle provided).

Core competencies required for this role:

• Advanced text analysis and interpretation
• Advanced problem-solving ability
• Sense of urgency
• Teamwork
• Results and performance driven
• Customer focus 

 

 

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