Field Service Engineer, Orthopedics

Job Function Customer Management Job Sub Function Technical Field Service Job Category Business Enablement/Support Job Description The Field Service Engineer is responsible for managing the customer support system in the installation, service and repair of all products supported by DePuy Synthes. They manage customer interactions over the phone and in person, handle technical inquiries and complaints. Location Regions: Greater Rochester, Syracuse, Buffalo NY (including Pennsylvania, New York, and Florida). Applicants from any location are welcome. Responsibilities Provide technical support to internal and external customers through the Customer Support Call Center. Manage account schedules and perform installation, operation, repair, and upgrades of equipment within assigned territory. Develop and implement preventative maintenance programs, maintain performance and service records. Respond to customer emergency service requests, determine cause, troubleshoot, and take corrective action. Provide guidance to customers including doctors, nurses, hospital biomedical engineers, and field service specialists. Manage customer expectations before and after interactions to ensure satisfaction. Complete paperwork, documentation, and administrative tasks per policy and procedures. Update service management system for work orders and parts orders. Process RMA returns and support individual use of parts and equipment. Manage allocated inventory and perform required audits. Complete required trainings for supported products and processes. Advocate for customers internally, representing their needs. Participate in incident investigations. Support installation of products in clinical trials, external evaluations, and regulatory testing. Communicate business‑related issues or opportunities to management. Ensure compliance with all federal, state, local, and company regulations, policies, and procedures. Adhere to J&J environmental and safety policies and guidelines; report violations, deviations or hazards promptly. Use good communication and presentation skills. Apply customer service and data analysis experience. Possess English verbal and written communication skills. Organizational skills. Knowledge of Microsoft Office. Problem‑solving skills. Knowledge of service management systems is a plus. Use standard test equipment (e.g., digital multimeter). Drive customer satisfaction and continuous improvement. Work 25% office / 75% field. Be able to drive on short notice and frequent air travel. Operate company vehicle with appropriate license. Work weekends and off‑hours as needed. Heavy lifting of equipment and prolonged standing, lifting, and bending required. Follow all safety rules, use PPE, and assist in incident investigations. Experience and Education Vocational/Trade Certificate with at least 6 years related work experience, Associate degree with at least 4 years related experience, Bachelor’s degree with at least 2 years related experience, or 8 years related work experience in customer support or technical service. Required Knowledge, Skills, Abilities, Certifications Academic qualification in engineering or equivalent. Knowledge of servicing principles, practices and procedures (preferred). Experience in the medical device industry (preferred). IT integration skills (preferred). Additional Information This position is eligible for a company car through the Company’s fleet program. This position is overtime eligible. Equal Opportunity Employer Johnson & J 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. Accommodations Johnson & J 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, contact us via Internal employees contact AskGS to be directed to your accommodation resource. Required and Preferred Skills Required skills include accountability, analytical reasoning, communication, continuous improvement, customer empathy, customer service, data gathering and analysis, incident management, innovation, issue escalation, process orientation, project management office, repair management, SAP Field Service Management, service request management, and technical credibility. Preferred skills include: 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 orientation, project management office, repair management, SAP Field Service Management, service request management, and technical credibility. #J-18808-Ljbffr Johnson & Johnson MedTech