Senior Field Service Engineer

Johnson & Johnson•Omaha, NE

7d•Hybrid

About The Position

This field-based position is located in Omaha, NE area. Candidates must have the ability to work in home office 25% & in field 75%. Valid US Driver’s license is required. The Senior 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 inquires, and complaints.

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.
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.
Determine cause(s), troubleshoot 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 Work order, 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.
Completes required training for 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
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.
Support installation and support of products in clinical trials, external evaluations, regulatory testing or similar.
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.
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