Field Service Team Lead

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: People Leader All Job Posting Locations: Boston, Massachusetts, United States of America, Charlotte, North Carolina, United States, Columbus, Ohio, 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 Field Service Team Lead. The location can be in Boston, MA, Washington, DC, Columbus, OH, Pittsburgh, PA, Charlotte, NC OR New Jersey. This field-based position will support the eastern half of the US. 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 Biosense Webster Field Service Team Lead is responsible for leading and working in the field with a group of Field Service Engineers to support the customer systems in the installation, service and repair of all products supported by Biosense Webster, Inc.   RESPONSIBILITIES In accordance with all applicable federal, state and local laws/regulations and Corporate Johnson & Johnson, procedures and guidelines, this position:   Supervise and work with a team of Field Service Engineers in Managing Account Schedule and perform the installation, operation, repair and modification of equipment within assigned territory. 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 Specialist's and/or Representatives, and assist's when customer satisfaction issues arise. Devises and implements preventive maintenance programs and maintains performance and service records for equipment. Advises and assists in affecting design changes to improve equipment efficiency and/or reduce cost of operation. Devises project plans for the installation-planning phase of new equipment Manage customer expectations on a regular basis before & after various interaction to ensure customer satisfaction. Complete all activities within the Service Management System through daily updates and documentation. Complete all processing of RMA returns to support individual usage of supporting parts and equipment. Manage personal and regional "trunk" inventories and complete required audits to support thereof. Assist when customer satisfaction issues arise. Provide feedback/suggestions for design improvement opportunity. Beta site support/installation Assist in on-the-job training with Field Service Engineers   Assistant management of service area Advance support and repair Core team participation Assist with design & Improvement of products. Regional training Responsible for ensuring all assigned FSE in his group follow all Company guidelines related to Health, Safety and Environmental practices and that all resources needed to do so are available and in good condition. Regional Primary escalation point for his group for FSE of support issues for service delivery. Responsible for communicating business related issues or opportunities to next management level. For those who supervise or manage a staff, responsible for ensuring that subordinates follow all Company guidelines related to Health, Safety and Environmental practices and that all resources needed to do so are available and in good condition, if applicable 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:   Vocational/Trade Certificate with preferably 4/6 years related work experience; OR Associate degree with 6 years’ experience in Cardiology or Electrophysiology (preferred) field; OR Associate degree with 6 years’ experience as a biomed in hospital environment or in medical OR Bachelor’s degree (preferred) in Biomedical Engineering or Electronics/Electrical or Computer REQUIRED SKILLS:   Project Management, Presentation, Good communication skills Customer service experience, data analysis experience Leadership skills preferably with experience in leading teams indirectly or indirectly English verbal and written communication skills. Excellent ne