Field Service Team Lead
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Job Description
Field Service Team Lead leading engineers who install, repair, and support Biosense Webster cardiovascular systems. Field-based role serving hospitals across the eastern United States.
Responsibilities:
- Lead and work with a team of Field Service Engineers
- Manage account schedules and perform installation, operation, repair, and modification of equipment within the assigned territory
- Manage the region and schedule technical/engineering work supporting Biosense Webster products
- Respond to emergency service requests, troubleshoot causes, and take corrective action
- Provide guidance to doctors, nurses, hospital biomedical engineers, Field Service Specialists, and representatives
- Develop and maintain preventive maintenance programs and equipment 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 inventories and audits
- Support beta-site installations, advanced repairs, core team participation, product improvements, and regional training
- Assist with on-the-job training for Field Service Engineers
- Serve as the regional primary escalation point for service-delivery support issues
- Communicate business issues and opportunities to the next management level
- Ensure assigned Field Service Engineers follow Health, Safety, and Environmental guidelines
- 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 hospital environment or in medical
- Bachelor’s degree (preferred) in Biomedical Engineering or Electronics/Electrical or Computer
- Project Management, Presentation, and good communication skills
- Customer service experience 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 service management system is a plus
- Strong understanding of electrophysiology/ablation market
- Ability to travel on short notice; frequent air travel
- Must live in short proximity of a major airport
- Ability to operate a company vehicle with appropriate license
- Respect and apply safety rules and procedures
- Participate in incident investigation
- Maintain healthcare vendor credentialing as an employee of BWI
- PC proficiency and knowledge of Microsoft Office applications including Word, Excel, and Access
- Knowledge of standard test equipment including Digital Voltmeter (DVM)
- Organizational skills
- Ability to work weekends and off-hours as needed
- Ability to lift up to 60 lbs.; heavy lifting, standing, and bending required
- Use personal protective equipment (PPE) and safety devices as required
Benefits:
- Company car through the Company’s FLEET program
- Consolidated retirement plan (pension)
- 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 period10 days
- Volunteer Leave – 32 hours per calendar year
- Military Spouse Time-Off – 80 hours per calendar year
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