Johnson & Johnson MedTech · 17 hours ago
Field Service Engineer
Chicago, IL
Full-time
Hybrid
Entry, Mid Level
$55K/yr - $89K/yr
2+ years expJohnson & Johnson MedTech is committed to healthcare innovation, aiming to develop smarter and less invasive treatments. They are seeking a Field Service Engineer to provide technical support and manage customer interactions for medical equipment in the Greater Chicago area.
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 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 training for supported products and processes
Acts as customers 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
Qualification
Required
Candidate must reside in the Greater Chicago metro area
Candidate must have the ability to work in home office 25% & in field 75%
Valid US Driver's license is required
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, Electronics, Electrical Or Computer Engineering discipline with 2+ years of experience in related 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
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
Always respect and apply safety rules and procedures
Use personal protective equipment (PPE) and safety devices as required
Participate in incident investigation
Preferred
Academic qualification in engineering
Knowledge of servicing principles, practices and procedures
Experience in the Medical Device Industry
Benefits
Subject to the terms of their respective plans, employees are eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).
Vacation –120 hours per calendar year
Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado –48 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year
Holiday pay, including Floating Holidays –13 days per calendar year
Work, Personal and Family Time - up to 40 hours per calendar year
Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child
Bereavement Leave – 240 hours for an immediate family member: 40 hours for an extended family member per calendar year
Caregiver Leave – 80 hours in a 52-week rolling period
Volunteer Leave – 32 hours per calendar year
Military Spouse Time-Off – 80 hours per calendar year
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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