Job Function: Customer Management
Job Sub Function: Technical Field Service
Job Category:Professional
All Job Posting Locations:Birmingham, Alabama, United States, Boston, Massachusetts, United States of America, Charlotte, North Carolina, United States, Columbus, Ohio, United States, Jacksonville, Florida, United States of America, Nashville, Tennessee, United States, New Jersey (Any City), Pittsburgh, Pennsylvania, United States of America, Washington, District of Columbia, United States of America
Job Description:We are searching for the best talent for a Principle Field Service Engineer. This field-based position may be located in Boston, MA; Washington, DC; Columbus, OH; Pittsburgh, PA; Charlotte, NC; Nashville, TN; Birmingham, AL; Jacksonville, FL; or New Jersey.
About CardiovascularFueled 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, 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.RESPONSIBILITIESIn 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 ans.
- 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.
- Share Leadership/Ownership of assigned Service Matrix / reports (functional and specific metrics are assigned to FSE level II)
- Ride along, 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 - "Field Contact Report".
- 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 (Service Management Systems or similar)
- Participate as key department representative in new product preparation, product improvement initiatives, customer engagement or any matters as assigned.
- Gather data, feedback to manufactures, 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
- For those who supervise or manage a staff, responsible for ensuring that 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
- 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- 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 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).
REQUIRED 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.
- Ability to work effectively with peers, both internally & externally.
- 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.
- Office/Field time 25%/75%
- 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.
This job posting is anticipated to close on 9/28/2026.
This position is eligible for a company car through the Company's FLEET program.
#LI-RemoteRequired Skills:Preferred Skills: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
The anticipated base pay range for this position is :$79,000.00 - $127,650.00
Additional Description for Pay Transparency:
Subject to the terms of their respective plans, employees are eligible to participate in the Company's consolidated retirement plan (pension) and savings plan (401(k)).
Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off benefits:
Vacation -120 hours per calendar year
Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado -48 hours per calendar year; for employees who reside in the State of Washington -56 hours per calendar year
Holiday pay, including Floating Holidays -13 days per calendar year
Work, Personal and Family Time - up to 40 hours per calendar year
Parental Leave - 480 hours within one year of the birth/adoption/foster care of a child
Bereavement Leave - 240 hours for an immediate family member: 40 hours for an extended family member per calendar year
Caregiver Leave - 80 hours in a 52-week rolling period10 days
Volunteer Leave - 32 hours per calendar year
Military Spouse Time-Off - 80 hours per calendar year
