Field Service Engineer

1 week ago

Boston, Massachusetts, United States J&J Family of Companies Full time
Job Title: Field Service Engineer

We are seeking a highly skilled Field Service Engineer to join our team at DePuy Synthes, part of the J&J Family of Companies. As a Field Service Engineer, you will be responsible for managing customer support systems related to the installation, service, and repair of all products supported by DePuy Synthes.

Key Responsibilities:
  • Provide technical support to internal and external customers through the Customer Support Call Center.
  • Manage account schedules and perform the installation, operation, repair, and upgrades of equipment within the assigned territory.
  • Implement preventative maintenance programs and maintain performance and service records for equipment.
  • Handle customer requests for emergency service, troubleshoot issues, and take corrective action.
  • Provide guidance to customers, including doctors, nurses, and hospital biomedical engineers.
  • Manage customer expectations before and after interactions to ensure satisfaction.
  • Complete required paperwork, documentation, and administrative tasks per policy and procedures.
  • Update the Service Management System with clear and timely information related to work orders and orders.
  • Manage allocated inventory, complete required audits, and process RMA returns.
  • Complete all required training for supported products and processes.
  • Stay informed of and adhere to J&J environmental and safety policies and guidelines.
  • Participate in incident investigations and support the installation and servicing of products in clinical trials, external evaluations, and regulatory testing.
  • Communicate business-related issues or opportunities to the next management level.
  • Ensure compliance with all federal, state, local, and company regulations, policies, and procedures.
Requirements:
  • High school diploma with a minimum of 8 years related work experience in customer support, technical support/technical service.
  • OR Vocational/Trade Certificate with a minimum of 6 years related work experience in customer support, technical support/technical service.
  • OR Associate degree with a minimum of 4 years related experience in customer support, technical support/technical service.
  • OR Bachelors degree with a minimum of 2 years related experience in customer support, technical support/technical service.
  • Problem-solving & troubleshooting skills.
  • Customer service experience & data analysis experience.
  • Good verbal & written communications skills.
  • Project Management, Presentation & organization skills.
  • Proficiency with Microsoft Office.
  • Experience driving customer satisfaction and work improvement.
  • Proficiency in English, both verbal and written.
  • This position requires you to be in the office (home) 25% & in the field 75%.
  • Ability to travel on short notice & do frequent air travel.
  • A valid US Drivers 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).
  • Respect and always apply safety rules and procedures.
  • Use personal protective equipment (PPE) and safety devices related to health, safety, or environment.
  • Participate in incident investigation.
  • Standard test equipment includes digital multimeter.
  • Organizational and problem-solving skills.
  • Knowledge of service management systems.
  • Ability to drive customer satisfaction and work improvement.
Preferred:
  • Knowledge of servicing principles, practices, and procedures.
  • Experience in the Medical Device Industry or other highly regulated field; Automotive, Aerospace, Aviation, Military, etc.
  • Experience with IT integration skills.
  • Knowledge of service management system.

This position is eligible for a company car through the Companys FLEET program. This position is overtime eligible. This job posting is anticipated to close on 9/4/2024. The Company may however extend this time-period, in which case the posting will remain available on to accept additional applications.

Employees and/or eligible dependents may be eligible to participate in the following Company sponsored employee benefit programs: medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance.

Employees may be eligible to participate in the Companys consolidated retirement plan (pension) and savings plan (401(k)). This position is eligible to participate in the Companys long-term incentive program.

Employees are eligible for the following time off benefits: Vacation up to 120 hours per calendar year, Sick time - up to 40 hours per calendar year; for employees who reside in the State of Washington up to 56 hours per calendar year, Holiday pay, including Floating Holidays up to 13 days per calendar year, Work, Personal and Family Time - up to 40 hours per calendar year.

Additional information can be found through the link below.

For additional general information on Company benefits, please go to: -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

Primary Location NA-US-Massachusetts-Boston

Other Locations NA-US-Florida-Palm Beach Gardens

Organization DePuy Synthes Sales, Inc

Job Function Technical Field Service

Req ID: W

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