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 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.

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

Job Description:

Executes tasks for the field service unit, following processes to ensure accuracy, timeliness, and quality of deliverables.
Contributes to the achievement of operational targets by conducting tasks that are typically routine, with some deviation from standard practice.
Helps perform repairs on customer equipment in accordance with manufacturers’ repair procedures and safety guidelines.
Coordinates parts inventory maintenance to ensure that parts are available when needed for repairs.
Performs preventive maintenance tasks such as lubrication, cleaning, inspection, and repair of equipment to ensure that it is operating efficiently.
Provides assistance when customer satisfaction issues arise.
Demonstrates Johnson & Johnson’s Leadership Imperatives and Credo.

SECTION 1: JOB SUMMARY

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.

SECTION 2: DUTIES & RESPONSIBILITIES

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

SECTION 3: EXPERIENCE AND EDUCATION

 Experience in the Medical Device Industry is required.

 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

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

 Experience in the Medical Device Industry is preferred.

SECTION 4: REQUIRED KNOWLEDGE, SKILLS, ABILITIES, CERTIFICATIONS/LICENSES and AFFILIATIONS

 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.

 Office/Field time 25%/75%

 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.

Required Skills:

 

 

Preferred Skills:

Accountability, Analytical Reasoning, Communication, Continuous Improvement, Customer Empathy, Customer Service, Customer Support Operations, Customer Support Trends, Data Gathering and Analysis, Incident Management, Innovation, Issue Escalation, Process Oriented, Project Management Office (PMO), Repair Management, SAP Field Service Management, Service Request Management, Technical Credibility

 

 

The anticipated base pay range for this position is :

$55,000.00 - $88,550.00

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)).

This position is eligible to participate in the Company’s long-term incentive program.

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

For additional general information on Company benefits, please go to: - https://www.careers.jnj.com/employee-benefits