Field Service Team Leader

Johnson & Johnson•San Francisco, CA

4d•Onsite

About The Position

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. 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 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

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
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.
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
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.
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.