Field Service Team Lead

This is a fully remote position, open to applicants in District of Columbia, +5 more states.

📋 Description

• Oversee and collaborate with a team of Field Service Engineers.

• Coordinate account schedules while executing installation, operation, repair, and modification of equipment within the designated territory.

• Supervise the region and schedule technical/engineering tasks that support Biosense Webster products.

• Address emergency service requests, diagnose issues, and implement corrective measures.

• Provide counsel to physicians, nursing staff, hospital biomedical engineers, Field Service Specialists, and representatives.

• Establish and uphold preventive maintenance programs and equipment service records.

• Recommend and support design modifications to enhance efficiency and minimize operational costs.

• Create project plans for the installation of new equipment.

• Manage customer expectations and ensure customer satisfaction.

• Complete updates and documentation in the Service Management System.

• Handle RMA returns and oversee personal and regional inventories and audits.

• Assist with beta-site installations, advanced repairs, core team involvement, product enhancements, and regional training.

• Support on-the-job training for Field Service Engineers.

• Act as the primary escalation point for service-delivery support issues in the region.

• Convey business concerns and opportunities to higher management.

• Ensure that assigned Field Service Engineers adhere to Health, Safety, and Environmental regulations.

• Guarantee compliance with federal, state, local, and company regulations, policies, and procedures.

• Perform additional duties as assigned.

⛳️ Requirements

• Vocational/Trade Certificate with ideally 4 to 6 years of relevant work experience.

• Associate degree with 6 years of experience in the preferred field of Cardiology or Electrophysiology.

• Associate degree with 6 years of experience as a biomedical technician in a hospital setting or in the medical field.

• Bachelor’s degree in Biomedical Engineering or Electronics/Electrical or Computer is preferred.

• Proficient in Project Management, Presentation, and effective communication skills.

• Experience in customer service and data analysis.

• Leadership abilities, preferably with experience in team management.

• Strong verbal and written communication skills in English.

• Excellent negotiation and collaboration skills.

• Strong problem-solving capabilities.

• Familiarity with service management systems is advantageous.

• Solid understanding of the electrophysiology/ablation market.

• Willingness to travel on short notice with frequent air travel required.

• Must reside in close proximity to a major airport.

• Capable of operating a company vehicle with the necessary license.

• Adhere to safety rules and procedures.

• Engage in incident investigation.

• Maintain healthcare vendor credentialing as a BWI employee.

• Proficient in PC usage and knowledgeable in Microsoft Office applications including Word, Excel, and Access.

• Familiarity with standard testing equipment, including Digital Voltmeter (DVM).

• Strong organizational skills.

• Availability to work weekends and off-hours as required.

• Ability to lift up to 60 lbs.; heavy lifting, standing, and bending are necessary.

• Utilize personal protective equipment (PPE) and safety devices as required.

🏝️ Benefits

• Company vehicle provided through the Company’s FLEET program.

• Consolidated retirement plan (pension).

• Savings plan (401(k)).

• Vacation – 120 hours annually.

• Sick leave - 40 hours per calendar year; 48 hours for employees in Colorado; 56 hours for employees 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 a child's birth/adoption/foster care.

• Bereavement Leave – 240 hours for an immediate family member; 40 hours for an extended family member per calendar year.

• Caregiver Leave – 80 hours within a rolling 52-week period.

• Volunteer Leave – 32 hours per calendar year.

• Military Spouse Time-Off – 80 hours per calendar year.