Field Service Team Leader

Johnson Johnson; San Francisco (CA); On-site; USD 90,000 - 120,000; Full time

Job summary

Johnson & Johnson is seeking a Field Service Team Leader for MedTech Electrophysiology. This field-based role can be located in multiple US cities and requires leading a team of field service engineers to install, service, and repair EP equipment across assigned territories.

You will supervise technical teams, coordinate schedules, and ensure compliance with regulations while delivering exceptional customer satisfaction. Strong leadership and hands-on troubleshooting are essential.

Qualifications

• Leadership of field service teams in a regulatory environment
• Strong customer-facing communication and stakeholder management
• Experience with installation, maintenance, repair of biomedical equipment

Responsibilities

• Supervise a team of Field Service Engineers in managing account schedules
• Install, operate, repair and modify equipment within assigned territory
• Coordinate regional technical/engineering work to support MedTech EP products
• Respond to emergency service requests, troubleshoot and take corrective action
• Provide guidance to doctors, nurses, and biomedical engineers and assist with customer satisfaction issues
• Develop preventive maintenance programs and maintain service records
• Recommend design changes to improve equipment efficiency and reduce operating costs
• Plan installation activities for new equipment and manage customer expectations
• Document activities in the Service Management System and process RMAs
• Manage regional inventories and conduct required audits
• Provide feedback for design improvements and beta site support
• Assist in on-the-job training and management of service area
• Support advanced repairs and participate in core team initiatives

Job description

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:

People Leader

All Job Posting Locations:

Austin, Texas, United States, Chicago, Illinois, United States, Dallas, Texas, United States, Denver, Colorado, United States, Houston, Texas, United States of America, Kansas City, Missouri, United States, Los Angeles, California, United States of America, Milwaukee, Wisconsin, United States, Minneapolis, Minnesota, United States of America, Oklahoma City, Oklahoma, United States, Omaha, Nebraska, United States, Phoenix, Arizona, United States, Portland, Oregon, United States, Salt Lake City, Utah, United States of America, SAN ANTONIO, Texas, United States of America, San Diego, California, United States of America, San Francisco, California, United States of America, San Jose, California, United States of America, Seattle, Washington, United States of America, St. Louis, Missouri, United States

Job Description:

We are searching for the best talent for a Field Service Team Leader. This field based position can be located in Seattle, WA, San Francisco, CA, San Jose, CA, Los Angeles, CA, San Diego, CA, Phoenix, AZ, Denver, CO, Salt Lake City, UT, Portland, OR, Dallas, TX, Austin, TX, Houston, TX, San Antonio, TX, Oklahoma City, OK, Kansas City, MO, Omaha, NE, Chicago, IL, Minneapolis, MN, St. Louis, MO or Milwaukee, WI.

Under limited supervision MedTech Electrophysiology Field Service Team Leader 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 MedTech EP

RESPONSIBILITIES

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

• Supervise and work with a team of Field Service Engineers in Managing Account Schedule
• 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.
• Advises 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 base as 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.
• 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

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