Field Service Team Lead
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Job Description
Field Service Team Lead leading engineers who install, repair, and support Biosense Webster cardiovascular equipment. Field-based role serving customers across the eastern United States.
Responsibilities:
- Lead and work in the field with Field Service Engineers supporting customer systems
- Manage account schedules and perform installation, operation, repair, and modification of equipment
- Manage the region and schedule technical and engineering support for Biosense Webster products
- Respond to emergency service requests, troubleshoot causes, and take corrective action
- Guide doctors, nurses, hospital biomedical engineers, field service specialists, and representatives
- Devise and implement preventive maintenance programs and maintain service records
- Advise and assist with equipment design changes to improve efficiency and reduce operating costs
- Develop project plans for installation planning of new equipment
- Manage customer expectations and customer satisfaction
- Complete Service Management System updates and documentation
- Process RMA returns and manage personal and regional inventory audits
- Provide beta site support and installation
- Assist with on-the-job and regional training for Field Service Engineers
- Provide advanced support and repair
- Participate in core teams and product design improvements
- Ensure assigned Field Service Engineers follow health, safety, and environmental guidelines
- Serve as the regional primary escalation point for service delivery issues
- Communicate business issues and opportunities to the next management level
- Ensure compliance with federal, state, local, and company regulations, policies, and procedures
- Perform other duties as assigned
Requirements:
- Vocational/Trade Certificate with preferably 4/6 years related work experience
- Associate degree with 6 years’ experience in Cardiology or Electrophysiology (preferred) field
- Associate degree with 6 years’ experience as a biomed in a hospital environment or in medical
- Bachelor’s degree (preferred) in Biomedical Engineering, Electronics/Electrical, or Computer
- Project Management and presentation skills
- Customer service and data analysis experience
- Leadership skills, preferably with experience leading teams
- English verbal and written communication skills
- Excellent negotiation and collaboration skills
- Problem-solving skills
- Knowledge of the service management system is a plus
- Strong understanding of the electrophysiology/ablation market
- Ability to travel on short notice, including frequent air travel
- Must live in short proximity to a major airport
- Ability to operate a company vehicle with appropriate license
- Ability to work weekends and off-hours as needed
- PC proficiency and knowledge of Microsoft Word, Excel, and Access
- Knowledge of standard test equipment, including Digital Voltmeter (DVM)
- Ability to lift up to 60 lbs.; frequent standing, lifting, and bending required
- Ability to use personal protective equipment and safety devices
- Ability to maintain healthcare vendor credentialing as an employee of BWI
- Ability to work effectively with internal and external peers and stakeholders
- Ability to respect and apply safety rules and procedures
- Office/Field time 25%/75%; Home office/Field locations 50/50
Benefits:
- Company car through the Company’s FLEET program
- Pension plan
- 401(k) savings plan
- Vacation – 120 hours per calendar year
- Sick time – 40 hours per calendar year; 48 hours per calendar year for employees residing in Colorado; 56 hours per calendar year for employees residing in Washington
- 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
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