Field Service Engineer

Johnson & Johnson • Salt Lake, UT

4d • Onsite

About The Position

This field-based position is in Salt Lake City, UT metro area. 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. 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.

Requirements

• English verbal and written communication skills.
• Organization skills.
• Knowledge of Microsoft Office.
• Computer Skills
• 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.
• Respect and apply safety rules and procedures at all times.
• Participate in incident investigation.

Nice To Haves

• Associate degree with 2 years’ experience in Cardiology or Electrophysiology (preferred) field
• Associate degree with 2 years’ experience as a biomed in hospital environment or in medical related field service (preferred)
• Bachelor’s degree (preferred) in Biomedical Engineering or Electronics/Electrical or Computer Engineering with 2 years of hospital or field service experience (preferred)

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 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.

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 period
• Volunteer Leave – 32 hours per calendar year
• Military Spouse Time-Off – 80 hours per calendar year

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree