Ingénieur(e) de Service Terrain Associé(e) (contrat à durée déterminée)

Johnson & Johnson Innovative Medicine•Montreal, QC

3d•CA$56,000 - CA$89,700•Onsite

About The Position

Johnson & Johnson MedTech is recruiting for an Associate Field Service Engineer (Fixed Term) to support the Electrophysiology business unit. The successful candidate should be based in the Montreal, QC area, able to travel throughout Eastern Canada and to other regions as needed. This role is fixed term for 12 months. This field-based role is responsible for the installation, service, maintenance, troubleshooting, and repair of products supported by the J&J MedTech Electrophysiology Technical Service Organization. The role also includes direct interaction with internal and external customers, including technical support, complaint intake, and service-related follow-up. Under limited supervision, and in accordance with applicable federal, provincial, and local laws and regulations, as well as Johnson & Johnson policies, procedures, and guidelines, the Associate Field Service Engineer will perform the responsibilities outlined below.

Requirements

Minimum requirement: Two- or three-year college diploma, or Québec Technical DEC, in Biomedical Engineering Technology, Electronics Engineering Technology, Engineering Technology, or a related technical field.
A comparable combination of technical education, field service experience, biomedical equipment support, electronics troubleshooting, or other relevant hands-on technical experience may be considered.
Bilingual proficiency in French and English (written and spoken) is required due to the need to interact with customers, technical partners, and internal stakeholders across Canada. The individual will regularly collaborate with teams and vendors that operate exclusively in English, while also supporting French-speaking customers and stakeholders in Quebec.
Candidate must have advanced proficiency in speaking, reading, and writing in French and English
Ability to work in a field-based role, with approximately 80% field time and 20% office or remote administrative work.
Ability to travel on short notice to support customer and business needs.
Ability to work weekends, evenings, and off-hours as required.
Strong organizational skills and the ability to manage multiple priorities.
Working knowledge of Microsoft Office applications.
Strong troubleshooting and problem-solving skills.
Demonstrated commitment to customer satisfaction and continuous improvement.
Willingness and ability to travel extensively, including frequent air travel.
Ability to operate a company vehicle and maintain an appropriate valid driver’s license.
Ability to meet physical requirements of the role, including heavy lifting, prolonged standing, bending, and handling equipment.
Respect and consistently follow safety rules and procedures.
Use required personal protective equipment and safety devices.
Participate in incident investigations as required.

Nice To Haves

Education or training that supports medical device service, electromechanical systems, clinical technology, customer-facing technical support, or regulated service environments.
Knowledge of troubleshooting principles, service practices, and field support processes.

Responsibilities

Provide on-site and remote technical support to internal and external customers.
Schedule and perform equipment installation, operation checks, repairs, upgrades, and service activities within the assigned territory.
Shadow and support experienced Field Service Engineers during installations, maintenance activities, troubleshooting, and repairs.
Support preventive maintenance programs and maintain accurate service and performance records for supported equipment.
Evaluate, diagnose, and repair malfunctioning equipment in response to assigned service work orders.
Respond to urgent customer service requests, identify root causes, and implement appropriate corrective and preventive actions.
Provide technology support to customers and internal stakeholders when escalation or additional technical guidance is required.
Understand and support customer expectations before, during, and after service interactions to help ensure product performance and customer satisfaction.
Review complaints, parts usage, and system performance data to identify trends, recommend improvements, and support corrective and preventive action plans.
Complete service documentation, administrative tasks, and required paperwork in accordance with applicable policies and procedures.
Create, update, and close work orders in the CRM system accurately and in a timely manner.
Coordinate parts returns and maintain accurate tracking of parts and equipment usage.
Manage assigned inventory and complete required inventory audits.
Complete required training for supported products, systems, processes, and compliance requirements.
Participate in complaint review, investigation, and related follow-up activities.
Communicate business-related issues, risks, or opportunities to the next management level as appropriate.
Follow all company guidelines related to health, safety, and environmental practices.
Ensure personal and company compliance with all applicable federal, provincial, local, and company regulations, policies, and procedures.
Perform additional Field Service Engineer duties as required to support business and customer needs.