[Hiring] Principal Field Service Engineer @Johnson & Johnson Innovative Medicine

Role Description

We are searching for the best talent for a Principal Field Service Engineer. This field-based position may be located in:

• Seattle, WA
• San Francisco, CA
• San Jose, CA
• Los Angeles, CA
• San Diego, CA
• Phoenix, AZ
• Denver, CO
• Salt Lake City, UT
• Portland, OR
• Dallas, TX
• Austin, TX
• Houston, TX
• San Antonio, TX
• Oklahoma City, OK
• Kansas City, MO
• Omaha, NE
• Chicago, IL
• Minneapolis, MN
• St. Louis, MO
• Milwaukee, WI

Under limited supervision, the individual is responsible for managing the customer support system in the installation, service, and repair of all products supported by Biosense Webster Inc. This includes:

• Performing Remote Technical Support to internal and external customers through the Customer Support Call Center.
• Managing account schedules and performing installations, operations, repairs, and upgrades of equipment within the assigned territory.
• Devising and implementing preventative maintenance programs and maintaining performance and service records for equipment.
• Responding to customer requests for emergency service, troubleshooting, and taking corrective action.
• Providing guidance to customers, including doctors, nurses, and hospital biomedical engineers.
• Managing customer expectations to ensure satisfaction.
• Driving customer satisfaction improvement through monthly reviews of complaints, parts usage, and system performance.
• Completing paperwork, documentation, and administrative tasks per policy and procedures.
• Managing allocated inventory and completing required audits.
• Completing required training for supported products and processes.
• Participating in incident investigations and sharing leadership/ownership of assigned service matrix/reports.
• Mentoring and coaching assigned team members.
• Supporting installation and support of products in clinical trials and regulatory testing.
• Gathering data and feedback to improve product performance and customer satisfaction.
• Responsible for managing unresolved customer satisfaction or system issues.
• Ensuring compliance with all federal, state, local, and company regulations.
• Maintaining healthcare vendor credentialing as an employee for BWI.

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 a hospital environment or in medical related field service (preferred); OR
• Bachelor’s degree (preferred) in Biomedical Engineering or Electronics/Electrical or Computer Engineering with 6 years of hospital or field service experience (preferred).

Requirements

• Project Management, Presentation, Good communication skills.
• Customer service experience, data analysis experience.
• Leadership skills, preferably with experience in leading teams.
• English verbal and written communication skills.
• Excellent negotiation and collaboration skills.
• Ability to work effectively with peers, both internally and externally.
• Organizational skills.
• Knowledge of Microsoft Office.
• 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.
• Ability to travel on short notice.
• Frequent air travel and must live in proximity to a major airport.
• Ability to work weekends and “off hours” as needed.
• Heavy lifting of equipment and excessive standing, lifting, and bending may be required.
• May be required to lift up to 60 lbs.
• Maintains healthcare vendor credentialing as an employee for BWI.

Benefits

• This position is eligible for a company car through the Company’s FLEET program.