Field Service Engineer

Johnson & Johnson • Springfield, IL

4d • Hybrid

About The Position

This field-based position is in Springfield, Illinois. 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. About Orthopaedics Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments. Are you passionate about improving and expanding the possibilities of Orthopaedics? Ready to join a team that’s reimagining how we heal? Our Orthopaedics teams help keep more than 6 million people moving each year while delivering clinical and economic value to surgeons and healthcare systems. Our teams build solutions for joint reconstruction; trauma and craniomaxillofacial; sports, extremities, and elective foot and ankle; spine; and robotics and digital surgery. Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech 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:

Requirements

• Vocational/Trade Certificate with preferably 6 years related work experience, OR Associate degree with preferably 4 years related experience OR Bachelor’s degree with preferably 2 years related experience OR High School diploma with preferably 8 years related work experience in customer support, technical support/technical service.
• Customer service experience, including data analysis and reporting
• Strong English verbal and written communication skills
• Strong organizational and time‑management skills
• Proficiency in Microsoft Office
• Strong problem‑solving skills
• Ability to use standard test equipment, including a digital multimeter
• Ability to drive customer satisfaction and continuous process improvement
• 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 tasks including heavy lifting, prolonged standing, bending, and related activities
• Commitment to following safety rules and procedures at all times
• Proper use of personal protective equipment (PPE) and safety devices as required
• Participation in incident investigations related to health, safety, or environmental matters

Nice To Haves

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

Responsibilities

• Provide technical support to internal and external customers through the Customer Support Call Center
• Manage assigned territory schedules and perform installation, operation, repair, upgrades, and preventative maintenance of equipment
• Develop and implement preventative maintenance programs and maintain accurate performance and service records
• Manage regional schedules to support all technical and engineering activities for serviced products
• Respond to emergency service requests by identifying root causes, troubleshooting, and implementing corrective actions
• Provide guidance and technical support to customers, including physicians, nurses, hospital biomedical engineers, field service specialists, and representatives
• Proactively manage customer expectations before, during, and after service interactions to ensure customer satisfaction
• Act as a customer advocate, representing customer needs internally and assisting with resolution of satisfaction-related concerns
• Complete all required documentation, administrative tasks, and paperwork in accordance with policies and procedures
• Ensure timely and accurate updates in the Service Management System, including work orders and service requests
• Process all RMA returns and track parts and equipment usage
• Manage assigned inventory and perform required audits
• Complete all required training related to supported products, systems, and processes
• Support installation and service of products used in clinical trials, external evaluations, regulatory testing, or similar activities
• Communicate business-related issues, risks, and opportunities to management as appropriate
• Participate in incident investigations as required
• Ensure personal compliance with all Federal, State, local, and company regulations, policies, and procedures
• Adhere to Johnson & Johnson environmental, health, and safety policies and guidelines; immediately escalate any violations, deviations, or hazardous conditions
• For roles with supervisory responsibilities, ensure team members comply with health, safety, and environmental requirements and have appropriate resources
• Perform other duties as assigned

Benefits

• Vacation –120 hours per calendar year
• Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado –48 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year
• Holiday pay, including Floating Holidays –13 days per calendar year
• Work, Personal and Family Time - up to 40 hours per calendar year
• Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child
• Bereavement Leave – 240 hours for an immediate family member: 40 hours for an extended family member per calendar year
• Caregiver Leave – 80 hours in a 52-week rolling period
• Volunteer Leave – 32 hours per calendar year
• Military Spouse Time-Off – 80 hours per calendar year

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree