Senior Field Service Engineer

Johnson & Johnson Innovative Medicine•Omaha, NE

9d•Hybrid

About The Position

This field-based position is located in the Omaha, NE area. Candidates must have the ability to work in a home office 25% of the time and in the field 75% of the time. A valid US Driver’s license is required. The Senior Field Service Engineer is responsible for managing the customer support system in the installation, service, and repair of all products supported by DePuy Synthes. This includes interacting with customers over the phone and in person to handle technical inquiries and complaints. The Orthopaedics teams at Johnson & Johnson are focused on developing the next generation of smarter, less invasive, and more personalized treatments to improve and expand the possibilities of orthopaedics, helping patients on their journey to wellness.

Requirements

A minimum of 3 years’ work experience in customer support, technical support/technical service role.
Experience in the Medical Device Industry or other highly regulated fields; Automotive, Aerospace, Aviation, etc.
Problem-solving & troubleshooting skills.
Knowledge of servicing principles, practices and procedures.
Customer service experience & data analysis experience.
Good verbal & written communications skills.
Project Management, Presentation & organization skills.
Proficiency with Microsoft Office.
Experience using standard test equipment including digital multimeter.
Experience driving customer satisfaction and work improvement.
Ability to work in the office (home) 25% & field 75%.
Ability to travel on short notice & do frequent air travel.
A valid US Driver’s license & ability to operate a vehicle.
Ability to work weekends and “off hours” as needed to support customer and business needs.
Ability to do heavy lifting of equipment and excessive standing, lifting and bending will be required.
Ability to wear personal protective equipment (PPE).

Nice To Haves

Advanced Degree
Experience in the Medical Device Industry
Knowledge of service management systems

Responsibilities

Perform technical support to internal and external customers.
Perform the installation, operation, repair and upgrades of equipment within assigned territory & manage account scheduling.
Devise and implement preventative maintenance programs and maintain 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.
Respond to customer requests for emergency service.
Determine cause(s), troubleshoot and take corrective action.
Provide guidance to customers including Doctors, Nurses, hospital Biomedical engineers, Field Service Specialists and/or Representatives, and assist when customer satisfaction issues arise.
Manage customer expectations on a regular basis before and after various interactions to ensure customer satisfaction.
Complete paperwork, documentation and administrative tasks per policy and procedures.
Complete, clear and timely updates in the Service Management System related to Work orders, Orders.
Complete processing of Return Material Authorization (RMA) returns to support individual usage of parts and equipment.
Manage allocated inventory and complete required audits to support thereof.
Complete required training for supported products and processes.
Act 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.
Always respect and apply safety rules and procedures.
Other duties assigned as assigned.
Share Leadership/Ownership of assigned Service Matrix / reports (functional and specific metrics are assigned to FSE level II).
Ride along, mentoring and coaching of assigned team members by providing regular verbal and written feedback on Technical Competency, Communication Skills, Customer Service, Compliance, and Operational Efficiency - "Field Contact Report”.
Quarterly review of expanded region to include assigned FSE’s region to identify potential issues and put in actions to meet customer satisfaction.
Participate as key department representative in new product preparation, product improvement initiatives, customer engagement or any matters as assigned.
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 related to health, safety or environment.
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.
Performs other duties assigned as needed.