Principal Field Service Engineer

Johnson & Johnson

. Manage customer support for installation, service, and repair of Biosense Webster products .

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 customer support for Biosense Webster products, including installation, service, and repair, while ensuring compliance with health and safety regulations. Proficient in data analysis, project management, and training development to enhance customer satisfaction and operational efficiency.

Highest-signal resume keywords

Customer Service ExperienceData Analysis ExperienceLeadership SkillsElectrophysiology KnowledgeProject Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportPreventative MaintenanceTroubleshootingService DocumentationData AnalysisTraining DevelopmentProject ManagementStandard Test EquipmentService Management SystemHealthcare Vendor Credentialing

Soft Skills

Communication SkillsNegotiation SkillsCollaboration SkillsOrganization SkillsProblem Solving Skills

Tools & Technologies

Microsoft OfficeDigital MultimeterService Management System

Certifications & Qualifications

Vocational/Trade CertificateAssociate DegreeBachelor's Degree

Industry Keywords

CardiologyElectrophysiologyField ServiceHealthcare ComplianceCustomer SatisfactionClinical TrialsRegulatory Testing

About the role

Key responsibilities & impact

Manage customer support for installation, service, and repair of Biosense Webster products
Perform remote technical support through the Customer Support Call Center
Schedule and perform equipment installation, operation, repair, and upgrades within the assigned territory
Devise and implement preventative maintenance programs and maintain equipment service records
Manage regional technical and engineering support schedules
Respond to emergency service requests, troubleshoot 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
Analyze complaints, parts usage, and system performance; identify issues 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 communicate needs internally
Participate in incident investigations
Mentor and coach assigned team members and provide field contact feedback
Review expanded regions to identify issues and improve customer satisfaction
Support products in clinical trials, external evaluations, and regulatory testing
Train internal and external customers on assigned products and systems
Represent the department in new product preparation, product improvement, and customer engagement initiatives
Gather and analyze data, identify trends and root causes, and implement plans to improve product performance and 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 applicable health, safety, environmental, regulatory, and company compliance
Maintain healthcare vendor credentialing

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, Good communication Skills
Customer service experience, data analysis experience
Leadership skills, preferably with experience in leading teams indirectly or directly
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
Standard test equipment, including digital multimeter
Strong understanding of electrophysiology/ablation market
Ability to travel on short notice
Frequent air travel and residence in short proximity of a major airport
Operate company vehicle with appropriate license
Respect and apply safety rules and procedures
Ability to work weekends and off hours as needed
Heavy lifting and excessive standing, lifting, and bending required; may lift up to 60 lbs.
Use personal protective equipment (PPE) and safety devices
Maintains healthcare vendor credentialing as an employee for BWI
Up to 60% domestic and international travel

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