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About the Role

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, or Milwaukee, WI. Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments. Are you passionate about improving and expanding the possibilities of Cardiovascular? Ready to join a team that’s reimagining how we heal? Our Cardiovascular team develops leading solutions for heart recovery, electrophysiology, and stroke. You will join a proud heritage of continually elevating standards of care for stroke, heart failure and atrial fibrillation (AFib) patients. Your unique talents will help patients on their journey to wellness.

Responsibilities

Perform Remote Technical Support to internal and external through the Customer Support Call Center.
Manage account schedule and perform the installation, operation, repair and upgrades of equipment within assigned territory.
Devise and implement preventative maintenance programs and maintain performance and service records for equipment.
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 causes, troubleshoot and take corrective action.
Provide guidance to customers including Doctors, Nurses and hospital Biomedical engineers along with Field Service Specialists and/or Representatives and assist when customer satisfaction issues arise.
Manage customer expectations on a regular basis before and after various interactions to ensure customer satisfaction.
Drive Customer Satisfaction improvement in assigned territory through Monthly review of complaints / Parts Usage / system performance.
Analyze data, identify issues and put in corrective actions and improvements.
Complete paperwork, documentation and administrative tasks per policy and procedures.
Complete, clear and timely update in the Service Management System related to Workorder, Orders.
Complete all processing of RMA returns to support individual usage of parts and equipment.
Manage allocated inventory and complete required audits to support thereof.
Complete required trainings for supported products and processes.
Act as customer advocate to represent customer needs internally.
Participate in incident investigation.
Share Leadership/Ownership of assigned Service Matrix / reports.
Provide mentoring and coaching of assigned team members by providing regular verbal and written feedback on Technical Competency, Communication Skills, Customer Service, Compliance, and Operational Efficiency.
Quarterly review of expanded region to include assigned FSE’s region to identify potential issues and put in actions to meet customer satisfaction.
Support installation and support of products in clinical trials, external evaluations, regulatory testing or similar.
Perform as a Technical Trainer for internal and external customers on assigned products or systems.
Participate as key department representative in new product preparation, product improvement initiatives, customer engagement or any matters as assigned.
Gather data, feedback to manufacturers, analyze data, identify trends, identify root cause, provide remedial actions, devise and implement plans to improve product performance and improve customer satisfaction on assigned regions and/or assigned products.
Develop Training content working closely based on identified gaps and issues on the field.
Responsible for managing customer unresolved customer satisfaction or system issues.
Responsible for communicating business related issues or opportunities to next management level.
Ensure subordinates follow all Company guidelines related to Health, Safety and Environmental practices and that all resources needed to do so are available and in good condition, if applicable.
Ensure personal and Company compliance with all Federal, State, local and Company regulations, policies, and procedures.
Perform other duties assigned as needed.
Maintain healthcare vendor credentialing as an employee for BWI.

Requirements

Vocational/Trade Certificate with preferably 4/6 years related work experience
Associate degree with 6 years’ experience in Cardiology or Electrophysiology (preferred) field
Associate degree with 6 years’ experience as a biomed in hospital environment or in medical related field service (preferred)
Bachelor’s degree (preferred) in Biomedical Engineering or Electronics/Electrical or Computer Engineering with 6 years of hospital or field service experience (preferred)
Ability to work effectively with peers, both internally & externally.
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.
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.
May be required to lift up to 60 lbs.
Use personal protective equipment (PPE) and safety devices as required.
Maintains healthcare vendor credentialing as an employee for BWI.
This position may require up to 60% travel domestically and internationally.
Frequent interaction over the phone and on site to deal with all customer enquiries and ensure customer satisfaction.
Frequent interaction with Biosense Webster Field staff to communicate status of installations, repairs and maintenance as well as share all relevant information and trainings.

Skills

Project Management
Presentation
Good communication Skills
Customer service experience
Data analysis experience
Leadership skills preferably with experience In leading teams indirectly or indirectly
English verbal and written communication skills.
Excellent negotiation and collaboration skills required.
Organization skills.
Knowledge of Microsoft Office.
Problem solving skills.
Knowledge of service management system is a plus
Standard test equipment to include digital multimeter.
Strong understanding of electrophysiology/ablation market.
Ability to drive customer satisfaction and work improvement.
Analytical Reasoning
Business Behavior
Coaching
Communication
Continuous Improvement
Cross-Functional Collaboration
Customer Service
Customer Support
Customer Support Operations
Customer Support Trends
Data Gathering and Analysis
Facilitation
Incident Management
Problem Solving
Project Management Office (PMO)
Service Request Management
Technical Credibility

Location

Seattle, Washington, United States of America
San Francisco, California, United States of America
San Jose, California, United States of America
Los Angeles, California, United States of America
San Diego, California, United States of America
Phoenix, Arizona, United States
Denver, Colorado, United States
Salt Lake City, Utah, United States of America
Portland, Oregon, United States
Dallas, Texas, United States
Austin, Texas, United States
Houston, Texas, United States of America
San Antonio, Texas, United States of America
Oklahoma City, Oklahoma, United States
Kansas City, Missouri, United States
Omaha, Nebraska, United States
Chicago, Illinois, United States
Minneapolis, Minnesota, United States of America
St. Louis, Missouri, United States
Milwaukee, Wisconsin, United States

Work Type

Field-based
Office/Field time 25%/75%

Experience Level

Principal

Education Level

Vocational/Trade Certificate
Associate degree
Bachelor’s degree

Benefits

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

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.
Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments. Are you passionate about improving and expanding the possibilities of Cardiovascular? Ready to join a team that’s reimagining how we heal? Our Cardiovascular team develops leading solutions for heart recovery, electrophysiology, and stroke. You will join a proud heritage of continually elevating standards of care for stroke, heart failure and atrial fibrillation (AFib) patients. Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

Equal Opportunity

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.
Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, please contact us via https://www.jnj.com/contact-us/careers or contact AskGS to be directed to your accommodation resource.