Field Service Engineer

At Johnson & Johnson, we believe health is everything. We are seeking a Field Service Engineer in Springfield, Illinois, to be part of DePuy Synthes once the Orthopaedics business separation completes. Job Information Job Function: Customer Management Job Sub Function: Technical Field Service Job Category: Business Enablement/Support Location: Springfield, Illinois, United States Job Description The Field Service Engineer will manage customer support, installation, service, and repair of all products supported by DePuy Synthes. Responsibilities include technical support via call center, scheduling, installation, upgrades, preventive maintenance, and documentation. The role requires interaction with internal and external customers, adherence to safety policies, and occasional travel. Responsibilities Provide technical support to internal and external customers through the Customer Support Call Center. Manage assigned territory schedules and perform installation, operation, repair, upgrades, and preventative maintenance of equipment. Develop and implement preventative maintenance programs and maintain accurate performance and service records. Manage regional schedules to support all technical and engineering activities for serviced products. Respond to emergency service requests by identifying root causes, troubleshooting, and implementing corrective actions. Provide guidance and technical support to customers, including physicians, nurses, hospital biomedical engineers, field service specialists, and representatives. Proactively manage customer expectations before, during, and after service interactions to ensure customer satisfaction. Act as a customer advocate, representing customer needs internally and assisting with resolution of satisfaction‑related concerns. Complete all required documentation, administrative tasks, and paperwork in accordance with policies and procedures. Ensure timely and accurate updates in the Service Management System, including work orders and service requests. Process all RMA returns and track parts and equipment usage. Manage assigned inventory and perform required audits. Complete all required training related to supported products, systems, and processes. Support installation and service of products used in clinical trials, external evaluations, regulatory testing, or similar activities. Communicate business‑related issues, risks, and opportunities to management as appropriate. Participate in incident investigations as required. Ensure personal compliance with all Federal, State, local, and company regulations, policies, and procedures. Adhere to Johnson & Johnson environmental, health, and safety policies and guidelines; immediately elevate any violations, deviations, or hazardous conditions. For roles with supervisory responsibilities, ensure team members comply with health, safety, and environmental requirements and have appropriate resources. Perform other duties as assigned. Qualifications Education Vocational/Trade Certificate with preferably 6 years related work experience. Associate degree with preferably 4 years related experience. Bachelor’s degree with preferably 2 years related experience. High School diploma with preferably 8 years related work experience in customer support, technical support, or technical service. Required Skills Customer service experience, including data analysis and reporting. Strong English verbal and written communication skills. Strong organizational and time‑management skills. Proficiency in Microsoft Office. Strong problem‑solving skills. Experience with service management systems preferred. Ability to use standard test equipment, including a digital multimeter. Ability to drive customer satisfaction and continuous process improvement. Ability to work in a hybrid office/field environment (approx. 25% office / 75% field). Ability to travel on short notice, including frequent air travel. Ability to operate a company vehicle with a valid driver’s license. Flexibility to work weekends and off‑hours as needed to support customer and business needs. Ability to perform physical tasks including heavy lifting, prolonged standing, bending, and related activities. Commitment to following safety rules and procedures at all times. Proper use of personal protective equipment (PPE) and safety devices as required. Participation in incident investigations related to health, safety, or environmental matters. Preferred Skills Academic qualification in engineering or equivalent experience. Knowledge of servicing principles, practices, and procedures. Experience in the medical device industry. IT integration skills. Accountability, analytical reasoning, communication, continuous improvement, customer empathy, customer service, customer support operations, customer support trends, data gathering and analysis, incident management, innovation, issue escalation, process oriented, project management office (PMO), repair management, SAP field service management, service request management, technical credibility. Compensation & Benefits Pay range: $50,000.00 – $80,500.00 Benefits: Retirement: Company’s consolidated retirement plan (pension) and savings plan (401(k)). Vacation: 120 hours per calendar year. Sick time: 40 hours per calendar year; 48 hours for Colorado; 56 hours for 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 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. The position is overtime eligible and eligible for a company car through the Company’s FLEET program. This job posting is anticipated to close on 5/20/2026. Equal Opportunity Employer 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 or contact AskGS to be directed to your accommodation resource. #J-18808-Ljbffr Johnson & Johnson