The Field Service Technician Brazil (FST BR) performs in-house and on-site Pre-Delivery Inspections (PDI)/Preventive Maintenances (PM)/Corrective Maintenances (CM) as described in the technical service manuals and/or rework instructions, in time. The FST provides support to attend contract terms and Service Level Agreements (SLAs), ensuring that the Installed Base is up to Cardinal Health’s requirements.
The FST documents all technical activities and services on devices as per corporate requirements on the Service Management System and ensures the information needed for traceability is correct. Tools, instruments, spare parts are controlled to ensure proper control of the company’s assets and stock accuracy.
The FST performs activities to support the Commercial area, such as Customer’s negotiations, training, and strategic visits for key customers and product launch activities. The FST opens and escalates any deviation or No-conformance against the Quality system, ensuring the technical SVC department meets the standards defined by CAH S&R QA.
The FST ensures field services are effective and customer requirements are met.
Accountabilities
* Perform in-house and on-site routine services, including PDI/PM/CM, to ensure proper documentation of all related processes.
* Diagnose errors and technical problems and determine proper solutions to produce timely and detailed service reports.
* Perform local complaints investigation at Level 1 following established procedures.
* Monitor all service requests through completion to ensure that the customer receives service in an expeditious manner. Escalate risks to management if issues arise that delay timely service to the customer.
* Support the Sales, Marketing, Logistics, and Quality departments on technical issues.
* Manage and execute small projects with customers and distributors.
* Complete all planned Technical, Quality, and Compliance training within the defined deadlines.
* Maintain knowledge of company products and customer service processes.
* Provide customer service and support during field visits and tie workflow to schedules to ensure maximum efficiency.
* Ensure travel policies are met, expenses are reasonable and within limits, and expense reports are delivered on time when traveling.
Qualifications
* Technical degree or certification in Electronics or related areas.
* 2+ years of technical experience in repair and service of electronic equipment.
* Experience in the Medical Industry is preferred.
* English proficiency level: Technical English for reading.
* Portuguese proficiency level: Fluent or native.
* Demonstrated excellence in written and oral communication.
* Driven with the ability to work independently under minimal supervision.
* Knowledge of MS Office (Word, Excel, PowerPoint).
* Excellent customer and interpersonal skills, well-organized, able to multi-task, able to work with multiple groups internally and externally, strong work ethic.
* Must be able to maintain multiple projects at one time.
* Travel Requirements: up to 70% of the time.
Expectations
* Interact with peer customers and suppliers at various levels, may interact with senior management.
* Interactions normally involve resolution of issues related to operations and/or projects.
* Gains consensus from various parties involved.
* Work to achieve operational targets or service standards.
* Come to an agreement by managing communications through discussions and compromise. Issues are short-term operational, mid-term tactical, or limited strategic in nature.
* Adapt or enhance quality or value in existing methods; make better as part of day-to-day activities.
Cardinal Health supports an inclusive workplace that values diversity of thought, experience, and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status, or any other status protected by federal, state, or local law.
#J-18808-Ljbffr