Johnson & Johnson MedTech · 2 days ago
Field Service Engineer
Tampa, FL
Full-time
Hybrid
Entry, Mid Level
2+ years expJohnson & Johnson MedTech is a leader in healthcare innovation, dedicated to improving health through advanced medical solutions. The Field Service Engineer will provide technical support for medical equipment, ensuring customer satisfaction by managing installations, repairs, and preventive maintenance in the assigned territory.
Hospital & Health Care
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 and schedule to facilitate all aspects of technical / engineering work required to support all products supported and serviced by the BWI 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 training 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
Maintains healthcare vendor credentialing as an employee for BWI
Qualification
Required
Candidate must reside in the Tampa, FL area
Candidates must have the ability to work in home office 25% & in field 75%
Valid US Driver's license is required
A Vocational/Trade Certificate with at least 6 years' experience in a customer support, technical support/technical service role
OR Associate Degree with at least 2 years' experience in EP field OR Cardiology field, or medical related field service support; or medical/hospital biomed experience
OR Bachelor's degree (Preferred) in Engineering discipline with at least 2 years of experience in related medical and medical service industry highly preferred
English verbal and written communication skills
Organization skills
Knowledge of Microsoft Office
Problem solving skills
Knowledge of service management system is a plus
Ability to drive customer satisfaction and work improvement
Office/Field time 25%/75%
Ability to travel on short notice
Frequent air travel and must live in short proximity to major airport
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
Always respect and apply safety rules and procedures
Use personal protective equipment (PPE) and safety devices as required
Participate in incident investigation
May be required to lift up to 60 lbs
Maintains healthcare vendor credentialing as an employee for BWI
Preferred
Knowledge of servicing principles, practices, and procedures
Experience in the Medical Device Industry
Benefits
This position is eligible for a company car through the Company’s FLEET program.
This position is overtime eligible.
Company
Johnson & Johnson MedTech
At Johnson & Johnson MedTech, we are working to solve the world’s most pressing healthcare challenges through innovations at the intersection of biology and technology.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Mike Walker
CFO & VP of Finance DePuy Synthes
Tino Schweighoefer, MBA
CFO Monarch Platform
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