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About the Role
The Service Engineer is primarily responsible for in-house service operations for the Automated Impella Console, an Abiomed medical device. Key responsibilities include maintenance, software and hardware updates, troubleshooting, repair, and management of equipment and related service assets. The role also supports service agreement operations, accurate service activity records, and close coordination with Sales, Quality Assurance, Supply Chain, and other internal departments to ensure smooth customer support and operational continuity. In addition to in-house service activities, customer site visits may be required for equipment installation and device connectivity setup. During site visits, the Service Engineer communicates clearly with medical engineers and hospital administrative staff to ensure proper understanding of service-related procedures and technical information.
Responsibilities
- Perform in-house maintenance, software and hardware updates, troubleshooting, and repair of the Automated Impella Console, an Abiomed medical device.
- Manage equipment and service-related assets, including loaner consoles, calibration tools, spare parts, inventory control, ordering support, and usage tracking.
- Support service agreement operations, including service planning, dealer communication, and coordination of required documentation such as quotations and service agreements.
- Provide on-site support when required, mainly for equipment installation and device connectivity setup.
- Explain service-related procedures and technical information to medical engineers and hospital administrative staff during customer site visits.
- Support timely internal responses to service requests escalated by Sales and coordinate with relevant stakeholders as needed.
- Collaborate closely with Sales, Quality Assurance, Supply Chain, and other internal departments to support service operations and customer needs.
- Maintain accurate service records in Salesforce, SAP, and other required systems.
- Participate in required service training, including overseas training when needed.
Requirements
- Minimum 3 years of experience as a medical engineer in a hospital or as a field service engineer in the medical device industry.
- Basic knowledge of mechanical, electrical, network, and software systems.
- Strong communication skills with medical engineers, hospital administrative staff, dealers, and internal stakeholders.
- Proficiency in Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.
- Native-level Japanese communication skills.
- Ability to read technical manuals in English and write emails in English for service-related communication.
Skills
- SAP Field Service Management
- Service Request Management
- Customer Support Operations
- Customer Support Trends
- Data Gathering and Analysis
- Analytical Reasoning
- Business Behavior
- Communication
- Continuous Improvement
- Controls Compliance
- Customer Service
- Customer Support
- Execution Focus
- Facilitation
- Incident Management
- Project Management Office (PMO)
- Report Writing
- Technical Credibility
- SAP
- Salesforce
Location
- Chiyoda, Tokyo, Japan
Work Type
- Onsite
Experience Level
- 3+ years
About the Company
- 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.