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About the Role

This field-based position involves leading and working with a team of Field Service Engineers to support customer systems in the installation, service, and repair of MedTech products. The role focuses on improving and expanding possibilities within Cardiovascular care, supporting patients on their journey to wellness.

Responsibilities

Supervise and work with a team of Field Service Engineers in Managing Account Schedule.
Perform 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 causes, troubleshoot, and take corrective action.
Provide guidance to Customers (Doctors, Nurses, hospital Biomedical engineers) along with Field Service Specialists/Representatives, 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 & 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.
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 & improvement of products.
Regional training.
Ensure all assigned FSEs in the group follow Company guidelines related to Health, Safety and Environmental practices and that all resources needed are available and in good condition.
Serve as Regional Primary escalation point for the group for FSE support issues for service delivery.
Communicate business-related issues or opportunities to the next management level.
Ensure subordinates follow all Company guidelines related to Health, Safety and Environmental practices and that all resources needed 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 as assigned.

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 a hospital environment or in medical.
Bachelor’s degree (preferred) in Biomedical Engineering or Electronics/Electrical or Computer.
Ability to travel on short notice.
Frequent air travel and must live in short proximity of a 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.
PC proficiency.
Knowledge of Microsoft Office applications to include Word, Excel, and Access.
Standard test equipment to include: Digital Voltmeter (DVM).
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.
Interact with Internal Stakeholders (Sales, Clinical, Marketing, Finance, Supply Chain, Education etc).

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
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
Communication
Continuous Improvement
Critical Thinking
Customer Service
Customer Support Operations
Customer Support Trends
Developing Others
Inclusive Leadership
Leadership
Performance Measurement
Product Lifecycle Management (PLM)
Project Management Office (PMO)
Resource Management
Service Request Management
Stakeholder Engagement
Supervision
Technical Credibility
Technical Troubleshooting
Organizational skills

Location

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

Work Type

Field based
Home office / Field locations 50/50

Experience Level

4/6 years related work experience
6 years’ experience in Cardiology or Electrophysiology
6 years’ experience as a biomed in hospital environment or in medical

Education Level

Vocational/Trade Certificate
Associate degree
Bachelor’s degree

Benefits

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.