[Hiring] Field Service Team Lead @Johnson & Johnson Innovative Medicine

Role Description

We are searching for the best talent for a Field Service Team Lead. The location can be in Boston, MA, Washington, DC, Columbus, OH, Pittsburgh, PA, Charlotte, NC OR New Jersey. This field-based position will support the eastern half of the US.

Under limited supervision, the Biosense Webster Field Service Team Lead is responsible for leading and working in the field with a group of Field Service Engineers to support the customer systems in the installation, service, and repair of all products supported by Biosense Webster, Inc.

Responsibilities

• Supervise and work with a team of Field Service Engineers in managing account schedules and performing the installation, operation, repair, and modification of equipment within assigned territory.
• Manage region and schedule to facilitate all aspects of technical/engineering work required to support all products supported and serviced by the Biosense Webster technical department.
• Respond to customer requests for emergency service, determine cause(s), troubleshoot, and take corrective action.
• Provide guidance to customers including doctors, nurses, and hospital biomedical engineers, and assist when customer satisfaction issues arise.
• Devise and implement preventive maintenance programs and maintain performance and service records for equipment.
• Advise and assist in affecting design changes to improve equipment efficiency and/or reduce cost of operation.
• Devise project plans for the installation-planning phase of new equipment.
• Manage customer expectations on a regular basis before and after various interactions to ensure customer satisfaction.
• Complete all activities within the Service Management System through daily updates and documentation.
• Complete all processing of RMA returns to support individual usage of supporting parts and equipment.
• Manage personal and regional "trunk" inventories and complete required audits to support thereof.
• Assist when customer satisfaction issues arise.
• Provide feedback/suggestions for design improvement opportunities.
• Beta site support/installation.
• Assist in on-the-job training with Field Service Engineers.
• Assistant management of service area.
• Advance support and repair.
• Core team participation.
• Assist with design and improvement of products.
• Regional training.
• Responsible for ensuring all assigned FSE in his group follow all Company guidelines related to Health, Safety, and Environmental practices.
• Regional primary escalation point for his group for FSE support issues for service delivery.
• Responsible for communicating business-related issues or opportunities to the next management level.
• Responsible for ensuring personal and Company compliance with all Federal, State, local, and Company regulations, policies, and procedures.
• Performs other duties assigned as needed.

Qualifications

• Vocational/Trade Certificate with preferably 4/6 years related work experience; OR
• Associate degree with 6 years’ experience in Cardiology or Electrophysiology (preferred) field; OR
• Associate degree with 6 years’ experience as a biomed in hospital environment or in medical; OR
• Bachelor’s degree (preferred) in Biomedical Engineering or Electronics/Electrical or Computer.

Requirements

• Project Management, Presentation, Good communication skills.
• Customer service experience, data analysis experience.
• Leadership skills preferably with experience in leading teams indirectly or directly.
• English verbal and written communication skills.
• Excellent negotiation and collaboration skills required.
• Ability to work effectively with peers, both internally & externally.
• Problem-solving skills.
• Knowledge of service management system is a plus.
• Strong understanding of electrophysiology/ablation market.
• Ability to drive customer satisfaction and work improvement.
• Office/Field time 25%/75%.
• Ability to travel on short notice.
• Frequent air travel and must live in short proximity of major airport.
• Operate company vehicle with appropriate license.
• Respect and apply safety rules and procedures at all times.
• Participate in incident investigation.
• Maintains healthcare vendor credentialing as an employee of BWI.
• Effective verbal and written communication skills.
• PC proficiency.
• Knowledge of Microsoft Office applications to include Word, Excel, and Access.
• Standard test equipment to include: Digital Voltmeter (DVM).
• Organizational skills.
• 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.
• Use personal protective equipment (PPE) and safety devices as required.
• May be required to lift up to 60 lbs.
• Home office/Field locations 50/50.
• Ability to work weekends and "off hours" as needed to support internal/external customer needs.
• Interact with Customer (Hospital Staff), Supplier Vendor of BWI Technical Service, Internal Stakeholders (Sales, Clinical, Marketing, Finance, Supply Chain, Education etc).

Benefits

• Eligible for a company car through the Company’s FLEET program.
• Vacation – 120 hours per calendar year.
• Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado – 48 hours per calendar year; for employees who reside in the State of Washington – 56 hours per calendar year.
• Holiday pay, including Floating Holidays – 13 days per calendar year.
• Work, Personal and Family Time - up to 40 hours per calendar year.
• Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child.
• Bereavement Leave – 240 hours for an immediate family member; 40 hours for an extended family member per calendar year.
• Caregiver Leave – 80 hours in a 52-week rolling period.
• Volunteer Leave – 32 hours per calendar year.
• Military Spouse Time-Off – 80 hours per calendar year.