Field Service Engineer - Johnson and Johnson

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 https://www.jnj.com/.

For more than 130 years, diversity, equity & inclusion (DEI) has been a part of our cultural fabric at Johnson & Johnson and woven into how we do business every day. Rooted in Our Credo, the values of DEI fuel our pursuit to create a healthier, more equitable world. Our diverse workforce and culture of belonging accelerate innovation to solve the world's most pressing healthcare challenges.

We know that the success of our business - and our ability to deliver meaningful solutions - depends on how well we understand and meet the diverse needs of the communities we serve. Which is why we foster a culture of inclusion and belonging where all perspectives, abilities and experiences are valued and our people can reach their potential.

At Johnson & Johnson, we all belong.

**There is a pre-identified candidate for consideration. However, all applications will still be reviewed**

Under limited supervision, the Individual is responsible to manage the customer support system in the installation, service and repair of all products supported by Biosense Webster Inc. Responsible for interaction with customers over the phone and in person for the handling of customer technical inquires, and complaints.

Key Responsibilities:

• Perform On Site and 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.

• Shadow with Assoc. FSE in supporting them in installation, maintenance and repairs.

• Devises and implements preventative maintenance programs and maintains performance and service records for equipment.

• Evaluates, diagnoses and repairs malfunctioning equipment in response to service calls in assigned territory and schedule to facilitate all aspects of technical / engineering work required to support all products supported and serviced by the Biosense Webster technical department.

• Responds to customer requests for emergency service. Determines cause(s), troubleshoots and takes corrective action.

• Provides guidance to customers to include Doctors, Nurses and hospital Biomedical engineers along with Field Service Specialists and/or Representatives and assists 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 plans.

• Completes 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.

• Completes required trainings for supported products and processes.

• Acts as customer advocate to represent customer needs internally.

• Participate in incident investigation.

• Responsible for communicating business related issues or opportunities to next management level.

• Follow all Company guidelines related to Health, Safety and Environmental practices.

• Responsible for ensuring personal and Company compliance with all Federal, State, local and Company regulations, policies, and procedures.

• Performs other duties assigned as needed.

• Maintains healthcare vendor credentialing as an employee for BWI. Qualifications

Education:

• Associate Degree with 2-4 years' experience in EP field OR Cardiology field OR Associate Degree with 2-4 years of service in medical related field service support; OR 2-4 years of service in medical/hospital biomed experience; OR

• Bachelor's degree (Preferred) in Engineering discipline with 2 years of experience in related medical and medical service industry highly preferred.

• Academic qualification in engineering or equivalent (Preferred)

Experience and Skills:

Required:

• Experience in the Medical Device Industry is required.

• English verbal and written communication skills.

• Organization skills.

• Knowledge of Microsoft Office.

• Problem solving skills.

• Knowledge of service management system is a plus.

• Standard test equipment to include digital multimeter.

• Ability to drive customer satisfaction and work improvement

Preferred:

• Knowledge of servicing principles, practices, and procedures preferred.

• 2 years of experience in the Medical Device Industry is preferred.

Other:

• 25% Office & 75% Field time

• Ability to travel on short notice.

• Frequent air travel and must live in short proximity to major airport.

• Operate company vehicle with appropriate license.

• 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.

• Respect and apply safety rules and procedures at all times.

• Use personal protective equipment (PPE) and safety devices as required.

• Participate in incident investigation.

• May be required to lift up to 60 lbs.

• Maintains healthcare vendor credentialing as an employee for BWI.

Additional Information:

• The anticipated base pay range for this position is $50,000.00 to $80,000.00.

• This position is overtime eligible.

• Employees may be eligible to participate in Company employee benefit programs such as health insurance, savings plan, pension plan, disability plan, vacation pay, sick time, holiday pay, and work, personal, and family time off in accordance with the terms of the applicable plans. For additional general information on Company benefits, please go to: https://www.careers.jnj.com/employee-benefits

**There is a pre-identified candidate for consideration. However, all applications will still be reviewed**

Johnson & Johnson is an Affirmative Action and 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, or protected veteran status and will not be discriminated against on the basis of disability.

For more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit www.careers.jnj.com.