Principal Field Service Engineer

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. Learn more at jnj.com As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world.  We provide an inclusive work environment where each person is considered as an individual.  At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit. Job Function: Customer Management Job Sub Function: Technical Field Service Job Category: Professional All Job Posting Locations: Birmingham, Alabama, United States, Boston, Massachusetts, United States of America, Charlotte, North Carolina, United States, Columbus, Ohio, United States, Jacksonville, Florida, United States of America, Nashville, Tennessee, United States, New Jersey (Any City), Pittsburgh, Pennsylvania, United States of America, Washington, District of Columbia, United States of America Job Description: We are searching for the best talent for a Principle Field Service Engineer. This field-based position may be located in Boston, MA; Washington, DC; Columbus, OH; Pittsburgh, PA; Charlotte, NC; Nashville, TN; Birmingham, AL; Jacksonville, FL; or New Jersey. About Cardiovascular Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments. Are you passionate about improving and expanding the possibilities of Cardiovascular? Ready to join a team that’s reimagining how we heal? Our Cardiovascular team develops leading solutions for heart recovery, electrophysiology, and stroke. You will join a proud heritage of continually elevating standards of care for stroke, heart failure and atrial fibrillation (AFib) patients. Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech Under limited supervision, the Individual is responsible to manage the customer support system in the installation, service and repair of all products supported by Biosense Webster Inc. Responsible for interaction with customers over the phone and in person for the handling of customer technical inquires, and complaints.

In accordance with all applicable federal, state and local laws/regulations and Corporate Johnson & Johnson, procedures and guidelines, this position: Perform 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. Devises and implements preventative maintenance programs and maintains performance and service records for equipment. Manage region and schedule to facilitate all aspects of technical / engineering work required to support all products supported and serviced by the Biosense Webster technical department. Responds to customer requests for emergency service. Determines cause(s), troubleshoots and takes corrective action. Provides guidance to customers to include Doctors, Nurses and hospital Biomedical engineers along with Field Service Specialists and/or Representatives and assists when customer satisfaction issues arise. Manage customer expectations on a regular basis before and after various interactions to ensure customer satisfaction. Drive Customer Satisfaction improvement in assigned territory through Monthly review of complaints / Parts Usage / system performance. Analyze data, identify issues and put in corrective actions and improvements ans. Completes