Field Service Engineer

Field Service Engineer

We are searching for the best talent for a Field Service Engineer. This field-based position is in the Greater Philadelphia, West Chester, Lancaster, Harrisburg PA areas.

Johnson & Johnson announced plans to separate our Orthopaedics business to establish a standalone Orthopaedics company, operating as DePuy Synthes. The process of the planned separation is anticipated to be completed within 18 to 24 months, subject to legal requirements, including consultation with works councils and other employee representative bodies, as may be required, regulatory approvals and other customary conditions and approvals.

Should you accept this position, it is anticipated that, following conclusion of the transaction, you would be an employee of DePuy Synthes and your employment would be governed by DePuy Synthes employment processes, programs, policies, and benefit plans. In that case, details of any planned changes would be provided to you by DePuy Synthes at an appropriate time and subject to any necessary consultation processes.

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. Responsible for interaction with customers over the phone and in person for the handling of customer technical inquiries, and complaints.

Under (e.g. limited supervision, general direction, etc.) 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 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
• 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
• 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, 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

QUALIFICATION:

• Vocational/Trade Certificate with preferably 6 years related work experience
• OR
• Associate degree with preferably 4 years related work experience
• OR
• Bachelor's degree with preferably 2 years related work experience
• OR
• High school diploma with preferably 8 years related work experience in customer support, technical support/technical service.

Required:

• Strong problem-solving, analytical, and organizational skills
• Proficiency in Microsoft Office
• Ability to use standard test equipment, including a digital multimeter
• Ability to work in a hybrid office/field environment (approximately 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 duties including lifting equipment, prolonged standing, bending, and similar tasks
• Commitment to following safety rules, using required PPE, and participating in incident investigations
• Valid US Driver's license

Preferred:

• Academic qualification in engineering or equivalent experience
• Experience in the medical device industry
• Knowledge of servicing principles, practices, and procedures
• IT integration skills

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 or contact AskGS to be directed to your accommodation resource.

Required Skills:

Preferred 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