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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 https://www.jnj.com

Job Function:

Customer Management

Job Sub Function:

Technical Field Service

Job Category:

Business Enablement/Support

All Job Posting Locations:

Austin, Texas, United States, Irvine, California, United States of America

Job Description:

About MedTech

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.

Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

We are searching for the best talent for a Field Service Engineer in Austin, TX.

An internal pre-identified candidate for consideration has been identified. However, all applications will be considered.

You will be responsible for:

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.

• Under limited supervision and in accordance with all applicable federal, state and local laws/regulations and Corporate Johnson & Johnson, procedures and guidelines, this position:

• 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 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 plans

• Completes paperwork, documentation and administrative tasks per policy and procedures.

• Complete, clear and timely update in the Service Management System related to Workorder, Orders.

• Complete all processing of RMA returns to support individual usage of parts and equipment.

• Manage allocated inventory and complete required audits to support thereof.

• 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

• Responsible for ensuring personal and Company compliance with all Federal, State, local and Company regulations, policies, and procedures

• Performs other duties assigned as needed

Qualifications / Requirements:

• Vocational/Trade Certificate with preferably 4 years related work experience in Service Medical Equipment; OR

• Associate Degree in Biomedical and OR (Electronics) Electrical Or Computer Engineering with 2 years related experience; OR

• Bachelor’s degree in Engineering in Biomedical and OR (Electronics) Electrical Or Computer

Preferred:

• Engineering discipline with 2+ years of experience in related industry highly preferred.

• Academic qualification in engineering highly preferred

• Knowledge of servicing principles, practices and procedures preferred

• Experience in the Medical Device Industry is preferred

Required:

• English verbal and written communication skills.

• Organization skills.

• Knowledge of Microsoft Office.

• Problem solving skills.

• Knowledge of service management system is a plus

• Standard test equipment to include digital multimeter

• Ability to drive customer satisfaction and work improvement

• Office/Field time 25%/75%

• 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.

• Respect and apply safety rules and procedures at all times

• Use personal protective equipment (PPE) and safety devices as required.

• Participate in incident investigation.

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

Johnson and Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, please email the Employee Health Support Center (ra-employeehealthsup@its.jnj.com) or contact AskGS to be directed to your accommodation resource.

The anticipated base pay range for this position is :

$57,000.00 to $78,200.00 Annually

Additional Description for Pay Transparency:

The Company maintains highly competitive, performance-based compensation programs. Under current guidelines, this position is eligible for an annual performance bonus in accordance with the terms of the applicable plan. The annual performance bonus is a cash bonus intended to provide an incentive to achieve annual targeted results by rewarding for individual and the corporation’s performance over a calendar/performance year. Bonuses are awarded at the Company’s discretion on an individual basis. Employees and/or eligible dependents may be eligible to participate in the following Company sponsored employee benefit programs: medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance. Employees may be eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)). This position is eligible to participate in the Company’s long-term incentive program. Employees are eligible for the following time off benefits: Vacation – up to 120 hours per calendar year Sick time - up to 40 hours per calendar year; for employees who reside in the State of Washington – up to 56 hours per calendar year Holiday pay, including Floating Holidays – up to 13 days per calendar year of Work, Personal and Family Time - up to 40 hours per calendar year Additional information can be found through the link below. http://www.careers.jnj.com/employee-benefits The compensation and benefits information set forth in this posting applies to candidates hired in the United States. Candidates hired outside the United States will be eligible for compensation and benefits in accordance with their local market.