Field Service Engineer

Johnson & Johnson Innovative Medicine•Seattle, WA

13d•Hybrid

About The Position

We are searching for the best talent for a Field Service Engineer. This field-based position is located in Seattle, WA. Candidate must reside within 1 hour of Seattle, WA international airport. Candidates must have the ability to work in home office 25% & in field 75%. Valid US Driver’s license is required. At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow and profoundly impact health for humanity. Learn more at https://www.jnj.com/. 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 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: 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 in supported products and processes. Acts as customers 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 Project Management, Presentation, Good communication Skills 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

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, data analysis experience
English verbal and written communication skills.
Organization skills.
Knowledge of Microsoft Office.
Problem solving skills.
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.
Always respect and apply safety rules and procedures
Use personal protective equipment (PPE) and safety devices as required.
Participate in incident investigation related to health, safety or environment.

Nice To Haves

Knowledge of service management system is a plus
Academic qualification in engineering or equivalent
Knowledge of servicing principles, practices and procedures
Experience in the Medical Device Industry
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 in supported products and processes.
Acts as customers 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
Project Management, Presentation, Good communication Skills
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

Benefits

medical
dental
vision
life insurance
short- and long-term disability
business accident insurance
group legal insurance
consolidated retirement plan (pension)
savings plan (401(k))
Vacation –120 hours per calendar year
Sick time - 40 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
Condolence Leave – 30 days for an immediate family member: 5 days for an extended family member
Caregiver Leave – 10 days
Volunteer Leave – 4 days
Military Spouse Time-Off – 80 hours