Field Service Engineer

About the position

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. We are searching for the best talent for a Field Service Engineer in Austin, TX. You will be responsible for managing the customer support system in the installation, service and repair of all products supported by Biosense Webster Inc. This includes interaction with customers over the phone and in person for handling technical inquiries and complaints. Under limited supervision, you will perform on-site and remote technical support, manage account schedules, devise preventative maintenance programs, evaluate and repair malfunctioning equipment, and drive customer satisfaction improvements.

Responsibilities

• Perform On Site and 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
• Shadow with Assoc. FSE in supporting them in installation, maintenance and repairs
• Devises and implements preventative maintenance programs and maintains performance and service records for equipment
• Evaluates, diagnoses and repairs malfunctioning equipment in response to service calls in assigned territory
• Responds to customer requests for emergency service and takes corrective action
• Provides guidance to customers including Doctors, Nurses and hospital Biomedical engineers
• Manage customer expectations on a regular basis to ensure customer satisfaction
• Drive Customer Satisfaction improvement through Monthly review of complaints and system performance
• Completes paperwork, documentation and administrative tasks per policy and procedures
• Complete, clear and timely update in the Service Management System related to Workorder, Orders
• Manage allocated inventory and complete required audits
• Completes required trainings for supported products and processes
• Acts as customer advocate to represent customer needs internally
• Participate in incident investigation
• Responsible for communicating business related issues or opportunities to next management level
• Follow all Company guidelines related to Health, Safety and Environmental practices

Requirements

• Vocational/Trade Certificate with preferably 4 years related work experience in Service Medical Equipment
• Associate Degree in Biomedical and OR (Electronics) Electrical Or Computer Engineering with 2 years related experience
• Bachelor's degree in Engineering in Biomedical and OR (Electronics) Electrical Or Computer
• English verbal and written communication skills
• Organization skills
• Knowledge of Microsoft Office
• Problem solving skills
• Ability to drive customer satisfaction and work improvement
• 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

Nice-to-haves

• Engineering discipline with 2+ years of experience in related industry
• Academic qualification in engineering
• Knowledge of servicing principles, practices and procedures
• Experience in the Medical Device Industry

Benefits

• Medical, dental, vision, life insurance
• Short- and long-term disability
• Business accident insurance
• Group legal insurance
• 401(k) retirement plan
• Vacation - up to 120 hours per calendar year
• Sick time - up to 40 hours per calendar year
• Holiday pay, including Floating Holidays - up to 13 days per calendar year
• Work, Personal and Family Time - up to 40 hours per calendar year