Field Service Team Lead

Johnson & Johnson Innovative Medicine • Washington, DC

3d • $94,000 - $151,800 • Hybrid

About The Position

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 Cardiovascular: 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 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.

Requirements

• 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
• 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.
• Home office I Field locations 50/50
• Ability to work weekends and "off hours" as needed to support internal/external customer needs
• Interact with Customer (Hospital Staff)
• Supplier Vendor of BWI Technical Service
• Internal Stakeholders (Sales, Clinical, Marketing, Finance, Supply Chain, Education etc)

Nice To Haves

• 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

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.
• 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 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.
• Performs other duties assigned as needed.

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

What This Job Offers

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