Field Service Engineer

Johnson & Johnson Innovative Medicine•Huntsville, AL

5d•Hybrid

About The Position

This field-based position is 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 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

Requirements

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

Nice To Haves

Academic qualification in engineering or equivalent experience
Experience in the medical device industry
Knowledge of servicing principles, practices, and procedures
IT integration skills

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 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