Field Service Engineer

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

Job Function:

Customer Management

Job Sub Function:

Technical Field Service

Job Category:

Business Enablement/Support

All Job Posting Locations:

Irvine, California, United States of America, Philadelphia, Pennsylvania, United States

Job Description:

Biosense Webster, part of Johnson & Johnson's Family of Companies, is recruiting for a Field Service Engineer. The position will be located in Philadelphia, PA. This position will require frequent travel on short notice.

An internal pre-identified candidate for consideration has been identified. However, all applications will be considered

Candidates MUST reside near major airport.  

Candidate must have the ability to work in home office 25% & in field 75%.

Valid US Driver’s license required.

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/.

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

Under limited supervision and in accordance with all applicable federal, state and local laws/regulations and Corporate Johnson & Johnson, procedures and guidelines, this position: 

• 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.  

• Devises and implements preventative maintenance programs and maintains 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. 

• 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 requir