Field Service Engineer

Job Overview We are searching for the best talent for a Field Service Engineer. This field-based position is located in the Huntsville, AL area. Johnson & Johnson announced plans to separate our Orthopaedics business to establish a standalone Orthopaedics company, operating as DePuy Synthes. The separation is anticipated to be completed within 18 to 24 months, subject to legal requirements and regulatory approvals. Following the transaction, you would be an employee of DePuy Synthes and your employment would be governed by DePuy Synthes processes, programs, policies, and benefit plans. Responsibilities Perform technical support to internal and external customers through the Customer Support Call Center. Manage account schedule and perform installation, operation, repair, and upgrades of equipment within assigned territory. Devise and implement preventative maintenance programs and maintain performance and service records for equipment. Manage region and schedule to facilitate all aspects of technical/engineering work required to support all products serviced by the technical department. Respond to customer requests for emergency service. Determine cause(s), troubleshoot, and take corrective action. Provide guidance to customers including doctors, nurses, and hospital biomedical engineers, along with Field Service Specialists and/or Representatives, and assist when customer satisfaction issues arise. Manage customer expectations on a regular basis before and after various interactions to ensure customer satisfaction. Complete paperwork, documentation, and administrative tasks per policy and procedures. Complete, clear, and timely updates in the Service Management System related to work orders and 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. Complete required training for supported products and processes. Act 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. Communicate business-related issues or opportunities to next management level. Ensure 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 of any violations, deviations or hazards present. Qualifications 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. 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 U.S. 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. Benefits & Other Information Position is overtime eligible. Position is eligible for a company car through the Company’s FLEET program. Position closes on 5/31/2026. Ability to drive customer satisfaction and work improvement. Required Skills 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 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 Equal Opportunity Employer Statement 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. #J-18808-Ljbffr