Principal Field Service Engineer

Johnson & Johnson

. Perform remote technical support for internal and external customers through the Customer Support Call Center .

Posted 9/24/2026full-timeUnited StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical support, customer service, and data analysis within the biomedical field, with a strong focus on customer satisfaction and compliance with regulatory standards. Proficient in managing service operations, mentoring team members, and implementing preventative maintenance programs.

Highest-signal resume keywords

Technical SupportCustomer ServiceData AnalysisLeadership SkillsBiomedical Engineering

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Preventative MaintenanceTroubleshootingService Management SystemsDigital MultimeterField Service ExperienceProject ManagementElectrophysiology KnowledgeDocumentationInventory ManagementRegulatory Compliance

Soft Skills

Communication SkillsNegotiation SkillsCollaboration SkillsOrganization SkillsProblem-Solving Skills

Tools & Technologies

Microsoft OfficeService Management Systems

Certifications & Qualifications

Vocational/Trade CertificateHealthcare Vendor Credentialing

Industry Keywords

CardiologyElectrophysiologyBiomedical Field ServiceCustomer SatisfactionClinical Trials

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, troubleshoot problems, determine causes, and take corrective action
Provide guidance to 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 paperwork, documentation, administrative tasks, work-order updates, and RMA returns
Manage allocated inventory and complete required audits
Act as customer advocate and communicate customer needs internally
Participate in incident investigations
Own assigned service matrices and reports
Mentor and coach team members through ride-alongs and feedback
Review expanded regions quarterly to identify issues and improve customer satisfaction
Support product installations and service during clinical trials, evaluations, and regulatory testing
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 field data, identify trends and root causes, and implement plans to improve product performance and customer satisfaction
Develop training content based on field gaps and issues
Manage unresolved customer satisfaction and system issues
Communicate business issues and opportunities to management
Ensure compliance with company, safety, health, environmental, and regulatory policies
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, Electronics/Electrical Engineering, 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
Organization skills
Knowledge of Microsoft Office
Problem-solving skills
Knowledge of service management systems is a plus
Knowledge of standard test equipment, including digital multimeter
Strong understanding of the 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 an appropriate license
Ability to work weekends and off-hours as needed
Ability to lift up to 60 lbs.; heavy lifting, standing, and bending required
Ability to use personal protective equipment and safety devices
Up to 60% domestic and international travel
Maintains healthcare vendor credentialing as an employee for BWI

Benefits

Comp & perks

Company car through the Company’s FLEET program
Field-based work arrangement
Training opportunities for supported products and processes
Mentoring and coaching opportunities
Equal opportunity employment and inclusive interview process
Disability accommodation support