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 https: //www.jnj.com

Job Function:

Customer Management

Job Sub Function:

Technical Field Service

Job Category:

Professional

All Job Posting Locations:

Fremont, California, United States of America, Redwood City, California, United States of America, San Francisco, California, United States of America, Santa Clara, California, United States of America, US331 CA Irvine - 31 Technology Dr

Job Description:

Biosense Webster, part of Johnson & Johnson's Family of Companies, is recruiting for a Principal Field Service Engineer. The position will be in any major city in the Pacific West region near a major airport, including Northern or Southern California. This position will require frequent travel on short notice.

Candidates MUST reside near major airport. Preferred locations are San Diego, CA; Los Angeles, CA; or the Northern California Bay Area.

Candidate must have the ability to work in home office 25% & in field 75%.

Valid US Driver’s license required.

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 https: //www.jnj.com/.

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:

• Perform 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.

• Devises and implements preventative maintenance programs and maintains performance and service records for equipment.

• 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 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 customers advocate to represent customer needs internally

• Participate in incident investigation.

• Support installation and support of products in clinical trials, external evaluations, regulatory testing or similar.

• Share Leadership/Ownership of assigned Service Matrix / reports (functional and specific metrics are assigned to FSE level II)

• Ride along, mentoring and coaching of assigned team members by providing regular verbal and written feedback on Technical Competency, Communication Skills, Customer Service, Compliance, and Operational Efficiency - "Field Contact Report”.

• Support installation and support of products in clinical trials, external evaluations, regulatory testing or similar.

• Perform as a Technical Trainer for internal and external customers on assigned products or systems (Service Management Systems or similar)

• Participate as key department representative in new product preparation, product improvement initiatives, customer engagement or any matters as assigned.

• Gather data, feedback to manufactures, analyze data, identify trends, identify root cause, provide remedial actions, devise and implement plans to improve product performance and improve customer satisfaction on assigned regions and/or assigned products.

• Develop Training content working closely based on identified gaps and issues on the field

• Responsible for managing customer unresolved customer satisfaction or system issues

• Responsible for communicating business-related issues or opportunities to next management level

• Mentoring and coaching of assigned team members by providing regular verbal and written feedback on Technical Competency, Communication Skills, Customer Service, Compliance, and Operational Efficiency - "Field Contact Report”.

• Quarterly review of expanded region to include assigned FSE’s region to identify potential issues and put in actions to meet customer satisfaction

• Responsible for ensuring personal and Company compliance with all Federal, State, local and Company regulations, policies, and procedures
• Implements cost-effective, results-based and professionally managed programs and innovative initiatives for the field service area, under general supervision
• Acts as Liaison between Technical Management and Service team to facilitate compliance (e.g., FSE tools calibration)
• Estimates operational parameters for components of departmental projects, programs, or processes.
• Identifies opportunities to integrate methods based on analyses of trends and the competitive landscape to continually improve the organization's customer management strategy.
• Communicate consistently to ensure all team members and impacted customers are informed in a timely fashion.
• Works closely with colleagues, developers, testers and a variety of end users to ensure technical compatibility and user satisfaction.
• Coaches more junior colleagues in techniques, processes and responsibilities.
• Understands and applies Johnson & Johnson’s Credo and Leadership Imperatives in day-to-day interactions with team.

Qualifications:

Education:

• Associate Degree in Biomedical OR (Electronics) Electrical or Computer Engineering with 10 years related experience.

OR

• Bachelor’s degree in Engineering in Biomedical or (Electronics) Electrical or Computer Engineering discipline with a minimum of 2 years of experience in related industry highly preferred.

Required:

• 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

• Organization skills

• Knowledge of Microsoft Office

• Problem solving skills

• Standard test equipment to include digital multimeter

• Ability to drive customer satisfaction and work improvement

• Office/Field time 25%/75%

• Ability to travel on short notice

• Frequent air travel

• 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

Preferred:

• Experience in the Field Service Medical Device Industry is preferred

• Knowledge of servicing principles, practices and procedures preferred

• Knowledge of service management system is a plus

This position is eligible for a company car through the Company’s FLEET program.

This job posting is anticipated to close on 4/25/2025.

Johnson & Johnson is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Johnson and Johnson is committed to providing interview process that are inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, please email the Employee Health Support Center (ra-employeehealthsup@its.jnj.com) or contact AskGS to be directed to your accommodation resource.

The anticipated base pay range for this position is:

$77, 000-$124, 200 annually

Additional Description for Pay Transparency:

The Company maintains highly competitive, performance-based compensation programs. Under current guidelines, this position is eligible for an annual performance bonus in accordance with the terms of the applicable plan. The annual performance bonus is a cash bonus intended to provide an incentive to achieve annual targeted results by rewarding for individual and the corporation’s performance over a calendar/performance year. Bonuses are awarded at the Company’s discretion on an individual basis. Employees and/or eligible dependents may be eligible to participate in the following Company sponsored employee benefit programs: medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance. Employees may be eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)). Employees are eligible for the following time off benefits: Vacation – up to 120 hours per calendar year Sick time - up to 40 hours per calendar year; for employees who reside in the State of Washington – up to 56 hours per calendar year Holiday pay, including Floating Holidays – up to 13 days per calendar year of Work, Personal and Family Time - up to 40 hours per calendar year Additional information can be found through the link below. http: //www.careers.jnj.com/employee-benefits The compensation and benefits information set forth in this posting applies to candidates hired in the United States. Candidates hired outside the United States will be eligible for compensation and benefits in accordance with their local market.