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: Business Enablement/Support All Job Posting Locations: Irvine, California, United States of America Job Description: Executes tasks for the field service unit, following processes to ensure accuracy, timeliness, and quality of deliverables.

Contributes to the achievement of operational targets by conducting tasks that are typically routine, with some deviation from standard practice. Helps perform repairs on customer equipment in accordance with manufacturers’ repair procedures and safety guidelines. Coordinates parts inventory maintenance to ensure that parts are available when needed for repairs. Performs preventive maintenance tasks such as lubrication, cleaning, inspection, and repair of equipment to ensure that it is operating efficiently.

Provides assistance when customer satisfaction issues arise. Demonstrates Johnson & Johnson’s Leadership Imperatives and Credo. SECTION 1: JOB SUMMARY 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.

SECTION 2: DUTIES & RESPONSIBILITIES Under limited supervision and in accordance with all applicable federal, state and local laws/regulations and Corporate Johnson & Johnson, procedures and guidelines, this position: 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, document