Field Service Engineer, Orthopedics

Johnson & Johnson•Buffalo, FL

19d•Remote

About The Position

This is a field-based role available in within Greater Rochester, Syracuse, Buffalo NY areas. While specific cities are listed in the Locations section for reference, please note that they are examples only and do not limit your application. We invite candidates from any location to apply. We are searching for the best talent for Field Service Engineer, Orthopedics. The Field Service Engineer is responsible to manage 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 inquires, and complaints.

Requirements

Vocational/Trade Certificate with preferably 6 years related work experience, Associate degree with preferably 4 years related experience or Bachelor’s degree with preferably 2 years related experience or preferably 8 years related work experience in customer support, technical support/technical service.
Academic qualification in engineering or equivalent
Knowledge of servicing principles, practices and procedures preferred
Experience in the Medical Device Industry is preferred
IT integration skills preferred.

Responsibilities

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 trainings 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 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