Field Service Engineer

Johnson & Johnson•Tampa, FL

1d•Hybrid

About The Position

We are searching for the best talent for a Field Service Engineer. This field-based position is based in Tampa, FL area. An internal pre-identified candidate for consideration has been identified. However, all applications will be considered Candidate must reside in the Tampa, FL area Candidates must have the ability to work in home office 25% & in field 75%. Valid US Driver’s license is required. 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:

Requirements

A Vocational/Trade Certificate with at least 6 years’ experience in a customer support, technical support/technical service role; OR Associate Degree with at least 2 years’ experience in EP field OR Cardiology field, or medical related field service support; or medical/hospital biomed experience; OR Bachelor’s degree (Preferred) in Engineering discipline with at least 2 years of experience in related medical and medical service industry highly preferred.
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 includes 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.
Always respect and apply safety rules and procedures.
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.

Nice To Haves

Knowledge of servicing principles, practices, and procedures
Experience in the Medical Device Industry

Responsibilities

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 BWI 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 training 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.