Biosense Webster, a member of Johnson & Johnson family of companies, is currently recruiting for a Field Service Engineer, located in Cincinnati, OH and surrounding areas. CANDIDATE MUST HAVE THE ABILITY TO WORK IN HOME OFFICE 25% & IN FIELD 75%. VALID US DRIVER'S LICENSE REQUIRED. The Field Service Engineer 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. The Engineer will be responsible for, but not limited to, the following:

• Perform onsite 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.
• 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

QUALIFICATIONS REQUIRED: • A Vocational/Trade Certificate with preferably 7 years related work experience in a customer support, technical support/technical service role OR Associate Degree with 5 years related experience in a customer support, technical support/technical service role OR Bachelor's degree in Engineering discipline with 3 years related experience in a customer support, technical support/technical service role • Ability to work in the office (home) 25% & field 75% • Ability to travel on short notice • Frequent air travel. • A valid US Driver's license • Heavy lifting of equipment and excessive standing, lifting, and bending will be required • Ability to work weekends and "off hours" as needed to support customer and business needs PREFERRED: • Advanced Degree • 5 years of experience in related industry • Knowledge of servicing principles, practices and procedures • Experience in the Medical Device Industry • Knowledge of service management system • Standard test equipment experience to include digital mult imeter At Johnson & Johnson, we're on a mission to change the trajectory of health for humanity. That starts by creating the world's healthiest workforce. Through cutting-edge programs and policies, we empower the physical, mental, emotional, and financial health of our employees and the ones they love. As such, depending on location and subject to local legislation, candidates offered employment may be required to show proof of COVID-19 vaccination or, in certain countries, secure an approved accommodation prior to the commencement of employment to support the well-being of our employees, their families and the communities in which we live and work. If you are invited to interview for the position, your recruiter will advise on the vaccine requirement status in your geographic location. Johnson & Johnson is an Affirmative Action and 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, or protected veteran status and will not be discriminated against on the basis of disability. For more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit www.careers.jnj.com .] PRIMARY LOCATION United States-California-Irvine-31 Technology Dr OTHER LOCATIONS North America-United States-Ohio-Cincinnati ORGANIZATION Biosense Webster Inc. (6010) JOB FUNCTION Sales REQUISITION ID 2206092556W

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