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Principal Field Service Engineer
Johnson & Johnson. Perform remote technical support for internal and external customers through the Customer Support Call Center .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in technical support and customer service within the healthcare sector, particularly in the management and maintenance of biomedical equipment. Proficient in data analysis, project management, and training development to enhance customer satisfaction and operational efficiency.
Highest-signal resume keywords
Biomedical EngineeringCustomer ServiceData AnalysisProject ManagementElectrophysiology
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical SupportPreventative MaintenanceTroubleshootingService DocumentationDigital MultimeterService Management SystemEquipment RepairClinical Trials SupportInventory AuditsRegulatory Testing
Soft Skills
Communication SkillsLeadership SkillsNegotiation SkillsCollaboration SkillsOrganization Skills
Tools & Technologies
Microsoft OfficeService Management Systems
Certifications & Qualifications
Vocational/Trade CertificateHealthcare Vendor Credentialing
Industry Keywords
CardiologyElectrophysiologyField ServiceCustomer SatisfactionHealthcare Compliance
About the role
Key responsibilities & impact- Perform remote technical support for internal and external customers through the Customer Support Call Center
- Manage account schedules and install, operate, repair, and upgrade equipment within the assigned territory
- Devise and implement preventative maintenance programs and maintain equipment performance and service records
- Manage regional schedules and technical/engineering work supporting Biosense Webster products
- Respond to emergency service requests, determine causes, troubleshoot, and take corrective action
- Guide doctors, nurses, hospital biomedical engineers, Field Service Specialists, and representatives
- Manage customer expectations and drive customer satisfaction improvements
- Review complaints, parts usage, and system performance; analyze data and implement corrective actions
- Complete service documentation, work orders, RMA returns, inventory audits, and administrative tasks
- Complete required product and process training
- Act as customer advocate and represent customer needs internally
- Participate in incident investigations
- Mentor and coach assigned team members and provide feedback through Field Contact Reports
- Review expanded regions quarterly to identify issues and improve customer satisfaction
- Support products in clinical trials, external evaluations, regulatory testing, and similar activities
- Train internal and external customers on assigned products and service management systems
- Represent the department in new product preparation, product improvement, and customer engagement initiatives
- Gather and analyze product data, identify trends and root causes, provide remedial actions, and improve product performance
- Develop training content based on field-identified gaps and issues
- Manage unresolved customer satisfaction and system issues
- Communicate business issues and opportunities to management
- Ensure compliance with health, safety, environmental, federal, state, local, and company requirements
- Perform other assigned duties
Requirements
What you’ll need- Vocational/Trade Certificate with preferably 4/6 years related work experience
- Associate degree with 6 years’ experience in Cardiology or Electrophysiology (preferred) field
- Associate degree with 6 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 6 years of hospital or field service experience (preferred)
- Project Management, Presentation, and good communication skills
- Customer service and data analysis experience
- Leadership skills, preferably with experience leading teams
- English verbal and written communication skills
- Excellent negotiation and collaboration skills
- Ability to work effectively with internal and external peers
- Organization skills
- Knowledge of Microsoft Office
- Problem-solving skills
- Knowledge of service management system is a plus
- Knowledge of standard test equipment, including digital multimeter
- Strong understanding of electrophysiology/ablation market
- Ability to travel on short notice; frequent air travel
- Must live in short proximity of a major airport
- Ability to operate a company vehicle with appropriate license
- Ability to work weekends and off-hours as needed
- Heavy lifting, standing, lifting, and bending required; may lift up to 60 lbs
- Use personal protective equipment and safety devices as required
- Up to 60% domestic and international travel
- Maintain healthcare vendor credentialing as an employee for BWI
Benefits
Comp & perks- Company car through the Company’s FLEET program
- Inclusive work environment
- Equal opportunity employment
- Interview process accommodations for applicants with disabilities