Field Service Engineer

Field Service Engineer

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow and profoundly impact health for humanity.

The Field Service Engineer is responsible to manage the customer support system in the installation, service, and repair of all products supported by DePuy Synthes. Responsible for interaction with customers over the phone and in person for the handling of customer technical inquiries and complaints. Under limited supervision and in accordance with all applicable federal, state, and local laws/regulations and Corporate Johnson & Johnson, procedures, and guidelines, this position:

• Perform technical support to internal and external customers 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
• Manage region and schedule to facilitate all aspects of technical/engineering work required to support all products supported and serviced by the 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
• 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
• Support installation and support of products in clinical trials, external evaluations, regulatory testing, or similar
• Responsible for communicating business-related issues or opportunities to the next management level
• Responsible for ensuring personal and Company compliance with all Federal, State, local, and Company regulations, policies, and procedures
• Be familiar with and adhere to J&J environmental and safety policies and guidelines. Immediately inform supervisors if there are any violations, deviations, or hazards present

Project Management, Presentation, Good Communication Skills

Responsible for communicating business-related issues or opportunities to the next management level

For those who supervise or manage a staff, responsible for ensuring that subordinates follow all Company guidelines related to Health, Safety, and Environmental practices and that all resources needed to do so are available and in good condition, if applicable

Responsible for ensuring personal and Company compliance with all Federal, State, local, and Company regulations, policies, and procedures

Performs other duties assigned as needed

Qualifications:

• Education: A Vocational/Trade Certificate with at least 6 years' experience in a customer support, technical support/technical service role; OR Associate Degree with at least 2 years' experience in EP field OR Cardiology field, or medical related field service support; or medical/hospital biomed experience; OR Bachelor's degree (Preferred) in Engineering discipline with at least 2 years of experience in related medical and medical service industry highly preferred. OR High School diploma with preferably 8 years related work experience in customer support, technical support/technical service.
• Required: Customer service experience, data analysis experience, English verbal and written communication skills, organization skills, knowledge of Microsoft Office, problem-solving skills, knowledge of service management system is a plus, standard test equipment to include digital multimeter, ability to drive customer satisfaction and work improvement, office/field time 25%/75%, ability to travel on short notice, frequent air travel, operate company vehicle with appropriate license, ability to work weekends and "off hours" as needed to support customer and business needs, heavy lifting of equipment and excessive standing, lifting and bending will be required, respect and apply safety rules and procedures at all times, use personal protective equipment (PPE) and safety devices as required, participate in incident investigation.
• Preferred: Knowledge of servicing principles, practices, and procedures, experience in the Medical Device Industry, IT integration skills.

This position is eligible for a company car through the Company's FLEET program. This position is overtime eligible. This job posting is anticipated to close on 12/16/2025.

Johnson & Johnson is an 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, disability, protected veteran status or other characteristics protected by federal, state, or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act. Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants' needs. If you are an individual with a disability and would like to request an accommodation, please contact us via https://www.jnj.com/contact-us/careers or contact AskGS to be directed to your accommodation resource.