Senior Field Service Engineer

Description

DePuy Synthes, part of the Johnson & Johnson Medical Devices Companies, is recruiting for a Senior Field Service Engineer. The candidate must reside in Cleveland OH, Buffalo NY, or Rochester NY.

Candidate must have a valid US driver’s license.

Candidate will be in the field 75% of the time and 25% in their home office.

DePuy Synthes, part of the Johnson & Johnson Medical Devices Companies, provides one of the most comprehensive orthopedics portfolios in the world. DePuy Synthes solutions, in specialties including joint reconstruction, trauma, craniomaxillofacial, spinal surgery and sports medicine, are designed to advance patient care while delivering clinical and economic value to health care systems worldwide. For more information, visit www.depuysynthes.com.

The Senior Field Service Engineer is responsible for managing 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, handling of customer technical inquiries, and complaints.

KEY RESPONSIBILITIES:

• Perform technical support to internal and external customers.
• Perform the installation, operation, repair and upgrades of equipment within assigned territory & manage account scheduling.
• 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.
• Determine cause(s), troubleshoot, 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 Work order, Orders.
• Complete processing of Return Material Authorization (RMA) returns to support individual usage of parts and equipment.
• Manage allocated inventory and complete required audits to support thereof.
• Completes required training 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 next management level
• Responsible for ensuring personal and Company compliance with all Federal, State, local and Company regulations, policies, and procedures
• Respect and apply safety rules and procedures at all times
• Share Leadership/Ownership of assigned Service Matrix / reports (functional and specific metrics are assigned to FSE level II)
• Ride along, mentoring and coaching of assigned team members by providing regular verbal and written feedback on Technical Competency, Communication Skills, Customer Service, Compliance, and Operational Efficiency - "Field Contact Report”.
• Quarterly review of expanded region to include assigned FSE’s region to identify potential issues and put in actions to meet customer satisfaction.
• Support installation and support of products in clinical trials, external evaluations, regulatory testing or similar.
• Participate as key department representative in new product preparation, product improvement initiatives, customer engagement or any matters as assigned.
• 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 related to health, safety, or environment.
• Responsible for communicating business related issues or opportunities to 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:

• Vocational/Trade Certificate in Engineering or related field AND at least 8 years work experience in a customer support, technical support/technical service role

OR

• Associate degree in Engineering or related field AND at least 6 years work experience in a customer support, technical support/technical service role

OR

• Bachelor’s degree in Engineering or related field AND at least 4 years work experience in a customer support, technical support/technical service role

Required:

• Experience in the Medical Device Industry or other highly regulated field; Automotive, Aerospace, Aviation, etc.
• Problem-solving & troubleshooting skills.
• Knowledge of servicing principles, practices, and procedures
• Customer service experience & data analysis experience
• Good verbal & written communications skills.
• Project Management, Presentation & organization skills.
• Proficiency with Microsoft Office.
• Experience using standard test equipment including digital multimeter
• Experience driving customer satisfaction and work improvement
• Ability to work in the office (home) 25% & field 75%
• Ability to travel on short notice & do frequent air travel.
• A valid US Driver’s license & ability to operate a vehicle.
• Ability to work weekends and “off hours” as needed to support customer and business needs
• Ability to do heavy lifting of equipment and excessive standing, lifting, and bending will be required.
• Ability to wear personal protective equipment (PPE).

Preferred:

• Advanced degree
• Knowledge of service management systems

The anticipated base pay range for this position is $65,550 to $105,800.

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 2/14/2024.  The Company may however extend this time-period, in which case the posting will remain available on https://www.careers.jnj.com to accept additional applications. 

Employees may be eligible to participate in Company employee benefit programs such as health insurance, savings plan, pension plan, disability plan, vacation pay, sick time, holiday pay, and work, personal and family time off in accordance with the terms of the applicable plans.  Additional information can be found through the link below.

https://www.careers.jnj.com/employee-benefits

At Johnson & Johnson, we’re on a mission to change the trajectory of health for humanity. That starts by creating the world’s healthiest workforce. Through cutting-edge programs and policies, we empower the physical, mental, emotional and financial health of our employees and the ones they love. As such, depending on location and subject to local legislation, candidates offered employment may be required to show proof of COVID-19 vaccination or, in certain countries, secure an approved accommodation prior to the commencement of employment to support the well-being of our employees, their families and the communities in which we live and work. If you are invited to interview for the position, your recruiter will advise on the vaccine requirement status in your geographic location.

Johnson & Johnson is an Affirmative Action and 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, or protected veteran status and will not be discriminated against on the basis of disability.

For more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit www.careers.jnj.com .]