Field Service Team Lead

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

📋 Description

• Lead and collaborate in the field with Field Service Engineers to support customer systems.

• Oversee account schedules while performing the installation, operation, repair, and modification of equipment.

• Manage the region by scheduling technical and engineering support for Biosense Webster products.

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

• Provide guidance to doctors, nurses, hospital biomedical engineers, field service specialists, and representatives.

• Develop and execute preventive maintenance programs while maintaining service records.

• Offer advice and assistance regarding equipment design modifications to enhance efficiency and reduce operational costs.

• Create project plans for the installation of new equipment.

• Manage customer expectations and ensure customer satisfaction.

• Complete updates and documentation for the Service Management System.

• Process RMA returns and oversee personal and regional inventory audits.

• Deliver beta site support and installation services.

• Assist with on-the-job and regional training for Field Service Engineers.

• Provide advanced support and repair services.

• Participate in core teams and contribute to product design enhancements.

• Ensure that assigned Field Service Engineers adhere to health, safety, and environmental guidelines.

• Act as the primary regional escalation point for service delivery concerns.

• Communicate business issues and opportunities to higher management.

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

• Perform additional duties as assigned.

⛳️ Requirements

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

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

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

• Bachelor’s degree (preferred) in Biomedical Engineering, Electronics/Electrical Engineering, or Computer Science.

• Project management and presentation skills.

• Experience in customer service and data analysis.

• Leadership abilities, preferably with team-leading experience.

• Proficient verbal and written communication skills in English.

• Excellent negotiation and collaboration skills.

• Strong problem-solving capabilities.

• Familiarity with service management systems is advantageous.

• Comprehensive understanding of the electrophysiology/ablation market.

• Willingness to travel on short notice, including frequent air travel.

• Must reside in close proximity to a major airport.

• Capability to operate a company vehicle with the appropriate license.

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

• Proficiency in PC usage and knowledge of Microsoft Word, Excel, and Access.

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

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

• Capacity to utilize personal protective equipment and safety devices.

• Ability to maintain healthcare vendor credentialing as an employee of BWI.

• Ability to work effectively with both internal and external peers and stakeholders.

• Commitment to respecting and applying safety rules and procedures.

• Office/Field time distribution of 25%/75%; Home office/Field locations at 50/50.

🏝️ Benefits

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

• Pension plan.

• 401(k) savings plan.

• Vacation entitlement of 120 hours per calendar year.

• Sick leave of 40 hours per calendar year; 48 hours per calendar year for employees in Colorado; 56 hours per calendar year for employees in Washington.

• Holiday pay, including Floating Holidays, totaling 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.