Field Service Engineer

Johnson & Johnson - Boston, MA

Full-time - Mid Level

Boston, MA

Chemical Manufacturing

About the position

The Field Service Engineer at DePuy Synthes, part of the Johnson & Johnson Family of Companies, is responsible for managing customer support systems related to the installation, service, and repair of medical devices. This role involves significant fieldwork, requiring the engineer to spend 75% of their time in the field and 25% in a home office, ensuring customer satisfaction through direct interaction and technical support.

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.
• Respect and apply safety rules and procedures, use personal protective equipment (PPE) and safety devices as required.

Requirements

• High school diploma with a minimum of 8 years experience in customer support, technical support/technical service OR Vocational/Trade Certificate with a minimum of 6 years experience OR Associate degree with a minimum of 4 years experience OR Bachelor's degree with a minimum of 2 years 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.
• Ability to travel on short notice & do frequent air travel.
• A valid US Driver's 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.

Nice-to-haves

• 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.

Benefits

• Medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance.
• Consolidated retirement plan (pension) and savings plan (401(k)).
• Long-term incentive program participation.
• 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.