Principal Field Service Engineer

Johnson & Johnson

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

Posted 9/21/2026full-timeUnited StatesLead💰 $79,000 - $127,650 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical support and customer service within the healthcare sector, particularly in the electrophysiology and cardiology fields. Proficient in managing equipment performance, conducting training, and driving customer satisfaction through effective communication and problem-solving.

Highest-signal resume keywords

Technical SupportCustomer Service ExperienceData AnalysisLeadership SkillsElectrophysiology Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Preventative MaintenanceTroubleshootingEquipment RepairData AnalysisProject ManagementService Management SystemsStandard Test EquipmentBiomedical EngineeringField Service ExperienceDocumentation

Soft Skills

Communication SkillsNegotiation SkillsCollaboration SkillsOrganization SkillsProblem-Solving Skills

Tools & Technologies

Microsoft OfficeDigital MultimeterService Management Systems

Certifications & Qualifications

Vocational/Trade CertificateAssociate DegreeBachelor's Degree

Industry Keywords

CardiologyElectrophysiologyHealthcare Vendor CredentialingCustomer SatisfactionRegulatory Testing

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 support for Biosense Webster products
Respond to emergency service requests, determine causes, troubleshoot, 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 paperwork, documentation, administrative tasks, work orders, orders, and RMA returns
Manage allocated inventory and complete required audits
Complete required product and process training
Act as customer advocate and represent customer needs internally
Participate in incident investigations
Share ownership of assigned service matrices and reports
Mentor and coach assigned team members through ride-alongs and feedback
Review expanded regions quarterly to identify issues and improve customer satisfaction
Support product installations and support for 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 product and field data, identify trends and root causes, and implement remedial plans
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 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
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 related field service (preferred)
OR 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, Good communication Skills
Customer service experience 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 systems is a plus
Knowledge of standard test equipment, including digital multimeter
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 residence in short proximity of a major airport
Ability to operate a company vehicle with appropriate license
Respect and apply safety rules and procedures
Ability to work weekends and off hours as needed
Heavy lifting, excessive standing, lifting, and bending required; may lift up to 60 lbs.
Use personal protective equipment (PPE) and safety devices
Ability to travel up to 60% domestically and internationally
Maintains healthcare vendor credentialing as an employee for BWI

Benefits

Comp & perks

Company car through the Company’s FLEET program
Consolidated retirement plan (pension)
Savings plan (401(k))
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