Senior Field Service Engineer

Johnson & Johnson Innovative Medicine•West Palm Beach, FL

3d•Hybrid

About The Position

This field-based position is in the Palm Beach Gardens, FL area. Candidates must live within a 2-hour radius of Palm Beach Gardens, FL (e.g., Port St. Lucie, Jupiter, Palm Beach, Fort Lauderdale, or Miami). 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 Senior Field Service Engineer manages customer support activities for the installation, service, and repair of all products supported by DePuy Synthes. This role handles customer technical inquiries and complaints both by phone and in person, mentors other Field Service Engineers (FSEs), and performs advanced administrative and equipment support duties. In addition to traditional field service responsibilities, this role will play a key role in supporting software development and continuous improvement initiatives for connected and embedded products. The Senior FSE will work collaboratively with Software R&D, the Training Manager, the Connectivity Manager, Service Care, and other stakeholders to surface field‑driven opportunities, contribute to requirements definition, support documentation updates, and help advance software‑related product and service improvements. Clear communication of product capabilities and value across Service Care and the broader organization is essential.

Requirements

Vocational/Trade Certificate with preferably 10 years’ of related work experience. OR Associate degree with preferably 8 years of related experience. OR Bachelor’s degree with preferably 6 years of related experience. OR High School Diploma with preferably 12 years of related work experience in customer support, technical support/technical service
Experience supporting software-driven, connected, or embedded products in a field service, product-owner, or similar role
Experience working with robotics or embedded software teams, connectivity/telemetry platforms, and service operations
Ability to translate field needs into engineering-ready work items (e.g., user stories, acceptance criteria) within Agile development processes
Experience coordinating post-release triage and driving cross-functional fixes with engineering teams and external suppliers
Demonstrated experience tracking and improving support metrics (e.g., MTTR, ticket trends, bug escape rate)
Familiarity with tools such as JIRA, Confluence, service management systems, and remote diagnostics/telemetry dashboards
Strong verbal and written communication skills in English, including the ability to explain technical tradeoffs and product value to field and Service Care stakeholders
Ability to prepare and deliver training and support materials for Service Care and field teams on software features and updates
Customer service experience with a focus on customer satisfaction and continuous improvement
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
Relevant technical education or certifications (e.g., engineering, instrumentation, biomedical, or equivalent experience)
Experience leading or influencing cross-functional teams indirectly
Experience with service management systems

Responsibilities

Perform remote technical support for internal and external customers through the Customer Support Call Center.
Manage account schedules and perform installation, operation, repair, and upgrades of equipment within assigned territory.
Devise and implement preventative maintenance programs and maintain performance and service records for equipment.
Manage regional scheduling to facilitate all technical/engineering work required to support products serviced by the technical department.
Respond to customer requests for emergency service; determine causes, troubleshoot, and take corrective actions.
Provide guidance to customers (e.g., doctors, nurses, biomedical engineers), Field Service Specialists, and Representatives; assist with customer satisfaction issues as they arise.
Manage customer expectations before and after interactions to ensure satisfaction.
Drive customer satisfaction improvements through monthly reviews of complaints, parts usage, and system performance; analyze data and implement corrective actions and improvement plans.
Complete paperwork and administrative tasks per policy and procedures; perform timely updates in the Service Management System related to work orders and orders.
Process RMA returns and manages allocated inventory, completing required audits as needed.
Complete required training for supported products and processes; act as a customer advocate to represent customer needs internally.
Participate in incident investigations and share leadership/ownership of assigned service matrix and reports.
Provide ride-along mentoring and coaching of assigned team members with regular verbal and written feedback on technical competency, communication, customer service, compliance, and operational efficiency ("Field Contact Report").
Conduct quarterly reviews of expanded regions (including assigned FSEs) to identify potential issues and implement actions to meet customer satisfaction.
Support installations and deployments for clinical trials, external evaluations, regulatory testing, or similar activities.
Perform as a technical trainer for internal and external customers on assigned products or systems (e.g., Service Management Systems).
Participate as a department representative in new product preparation, product improvement initiatives, and customer engagement.
Gather field data and feedback for manufacturers: analyze trends, identify root cause, recommend remedial actions, and implement plans to improve product performance and customer satisfaction.
Develop training content based on identified field gaps and issues.
Manage unresolved customer satisfaction or system issues and communicate business-related issues or opportunities to the next management level.
Insure personal and team compliance with all Company and regulatory policies, including Health, Safety, and Environmental practices.
Contribute to software development, deployment readiness, and continuous improvement initiatives to improve serviceability, reliability, and field uptime for connected and embedded products.
Collaborate closely with stakeholders — robotics software team, Connectivity Manager, Service Care, suppliers, and engineering — to capture priorities, align roadmaps, and translate field needs into engineering work.
Translate user and field requirements into clear, executable feature work items (user stories, acceptance criteria) and support engineering during specification, sprint planning, and development cycles.
Act as the voice of the customer (Service Care) during specification and development to ensure product decisions reflect operational realities and supportability constraints.
Communicate product capabilities, limitations, and business value to Service Care and other stakeholders; prepare and deliver training, runbooks, and post-release briefings for Service teams.
Own post-release support coordination for software issues: triage field incidents, lead root-cause analyses, prioritize and track bug fixes, and close feedback loops with development teams to reduce recurrence.
Define, monitor, and report on software and support metrics (e.g., Mean Time to Repair for software incidents, ticket resolution time, bug escape rate, feature adoption) and lead targeted improvement projects.
Advocate for telemetry and remote-diagnostics improvements to reduce on-site interventions and accelerate issue resolution.
Assist with validation and deployment readiness activities for software releases in the field, including release notes, supportability checks, and rollback plans.
Contribute structured field feedback, trend analysis, and recommended corrective actions to engineering and product management for product improvement initiatives.