Field Service Engineer

Role Overview

• 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.
• 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.
• Performs other duties assigned as needed

Requirements

• 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 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

Benefits

• Eligible for a company car through the Company’s FLEET program
• Overtime eligible