Field Service Team Lead

6010-Biosense Webster Inc. Legal Entity; Irvine (CA); On-site; USD 94,000 - 152,000; Full time

Benefits offered by this job

Pension plan

401(k)

Vacation 120 hours per year

Sick time 40 hours per year; 56 hours/

Holiday pay 13 days per year

Parental Leave 480 hours per year

Bereavement Leave 240 hours per year

Volunteer Leave 32 hours per year

Military Spouse Time-Off 80 hours per年

Job summary

Johnson & Johnson's Biosense Webster division is seeking a Field Service Team Lead to guide a group of Field Service Engineers in installing, servicing, and repairing electrophysiology equipment across the eastern US. The role emphasizes leadership, customer satisfaction, and field-based problem solving.

The ideal candidate has 4–6 years in cardiology or electrophysiology, or broad biomed experience, with a degree preferred in Biomedical Engineering or related field.

Qualifications

• Vocational/Trade Certificate with 4/6 years related work experience.
• Associate degree with 6 years’ Cardiology or Electrophysiology experience (preferred).
• Bachelor’s degree preferred in Biomedical Engineering, Electronics, or Computer.

Responsibilities

• Supervise and work with a team of Field Service Engineers in installing, operating, repairing equipment.
• Manage region and schedules to support all products serviced by Biosense Webster.
• Respond to customer requests for emergency service.
• Provide guidance to doctors, nurses, and hospital biomedical engineers.
• Devise preventive maintenance programs and maintain service records.
• Travel as needed; ability to lift up to 60 lbs.

Skills

Project Management

Presentation

Communication Skills

Customer service experience

Data analysis

Leadership

English communication

Problem solving

Team leadership

Education

Vocational/Trade Certificate

Associate degree in Biomedical/Electronics/Computer

Bachelor’s degree in Biomedical Engineering or Electronics/Electrical or Computer

Tools

Service Management System

Microsoft Office

Job description

Company Overview

At Johnson & Johnson,we believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented, treated, and cured,where treatments are smarter and less invasive, andsolutions 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 Overview

Job Function: Customer Management
Job Sub Function: Technical Field Service
Job Category: People Leader

All Job Posting Locations: Boston, Massachusetts, United States of America, Charlotte, North Carolina, United States, Columbus, Ohio, United States, New Jersey (Any City), Pittsburgh, Pennsylvania, United States of America, Washington, District of Columbia, United States of America

We are searching for the best talent for a Field Service Team Lead. The location can be in Boston, MA, Washington, DC, Columbus, OH, Pittsburgh, PA, Charlotte, NC OR New Jersey. This field-based position will support the eastern half of the US.

About the Role

Under limited supervision Biosense Webster Field Service Team Lead is responsible for leading and working in the field with a group of Field Service Engineers to support the customer systems in the installation, service and repair of all products supported by Biosense Webster, Inc.

Responsibilities

• Supervise and work with a team of Field Service Engineers in Managing Account Schedule and 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.
• 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 Specialist's and/or Representatives, and assist's when customer satisfaction issues arise.
• Devises and implements preventive maintenance programs and maintains performance and service records for equipment.
• Advise and assists in affecting design changes to improve equipment efficiency and/or reduce cost of operation.
• Devises project plans for the installation-planning phase of new equipment.
• Manage customer expectations on a regular basis before & after various interaction 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 to support thereof.
• Assist when customer satisfaction issues arise.
• Provide feedback/suggestions for design improvement opportunity.
• 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.
• Responsible for ensuring all assigned FSE in his group 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.
• Regional Primary escalation point for his group for FSE of support issues for service delivery.
• 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.
• Interact with Customer (Hospital Staff) Supplier Vendor of BWI Technical Service Internal Stakeholders (Sales, Clinical, Marketing, Finance, Supply Chain, Education etc)
• Performs other duties assigned as needed.

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 OR Bachelor’s degree (preferred) in Biomedical Engineering or Electronics/Electrical or Computer.

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. 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.
• 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. Maintains healthcare vendor credentialing as an employee of BWI.
• Effective verbal and written communication skills PC proficiency Knowledge of Microsoft Office applications to include Word, Excel, and Access Standard test equipment to include: Digital Voltmeter (DVM)Organizational skills 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.

Preferred Skills

• 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

Benefits

• The anticipated base pay range for this position is : $94,000.00 - $151,800.00
• 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)).
• 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

Equal Opportunity Statement

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.