For more than 130 years, diversity, equity & inclusion (DEI) has been a part of our cultural fabric at Johnson & Johnson and woven into how we do business every day. Rooted in Our Credo, the values of DEI fuel our pursuit to create a healthier, more equitable world. Our diverse workforce and culture of belonging accelerate innovation to solve the world's most pressing healthcare challenges.

We know that the success of our business - and our ability to deliver meaningful solutions - depends on how well we understand and meet the diverse needs of the communities we serve. Which is why we foster a culture of inclusion and belonging where all perspectives, abilities and experiences are valued, and our people can reach their potential.

At Johnson & Johnson, we all belong.

The Field Service Engineer is responsible for managing customer support systems related to the installation, service, and repair of all products supported by DePuy Synthes. This role involves direct interaction with customers both over the phone and in person, addressing technical inquiries and complaints.

Key Responsibilities:

• Provide technical support to internal and external customers through the Customer Support Call Center.

• Manage account schedules and perform the installation, operation, repair, and upgrades of equipment within the assigned territory. Implement preventative maintenance programs and maintain performance and service records for equipment.

• Handle customer requests for emergency service, troubleshoot issues, and take corrective action. Provide guidance to customers, including doctors, nurses, and hospital biomedical engineers. Manage customer expectations before and after interactions to ensure satisfaction.

• Complete required paperwork, documentation, and administrative tasks per policy and procedures. Update the Service Management System with clear and timely information related to work orders and orders. Manage allocated inventory, complete required audits, and process RMA returns.

• Complete all required training for supported products and processes. Stay informed of and adhere to J&J environmental and safety policies and guidelines.

• Participate in incident investigations and support the installation and servicing of products in clinical trials, external evaluations, and regulatory testing.

• Communicate business-related issues or opportunities to the next management level. Ensure compliance with all federal, state, local, and company regulations, policies, and procedures.

• Always respect and apply safety rules and procedures, use personal protective equipment (PPE) and safety devices as required, and immediately inform supervisors of any violations, deviations, or hazards.

• Perform other duties as assigned.

Qualifications

Required:

• High school diploma with a minimum of 8 years experience in customer support, technical support/technical service

OR

• Vocational/Trade Certificate with a minimum of 6 years experience in customer support, technical support/technical service

OR

• Associate degree with a minimum of 4 years experience in customer support, technical support/technical service

OR

• Bachelor's degree with a minimum of 2 years experience in customer support, technical support/technical service

• Problem-solving & troubleshooting skills.

• Customer service experience & data analysis experience

• Good verbal & written communications skills.

• Project Management, Presentation & organization skills.

• Proficiency with Microsoft Office.

• Experience driving customer satisfaction and work improvement.

• Proficiency in English, both verbal and written.

• This position requires you to be in the office (home) 25% & in the 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).

• Respect and always apply safety rules and procedures.

• Use personal protective equipment (PPE) and safety devices related to health, safety, or environment.

• Participate in incident investigation.

• Standard test equipment includes digital multimeter.

• Organizational and problem-solving skills.

• Ability to operate standard test equipment, including digital multimeters.

• Ability to drive customer satisfaction and work improvement.

Preferred:

• Knowledge of servicing principles, practices, and procedures
• Experience in the Medical Device Industry or other highly regulated field; Automotive, Aerospace, Aviation, Military, etc.
• Experience with IT integration skills
• Knowledge of service management system

This position is eligible for a company car through the Company's FLEET program.

This position is overtime eligible.

This job posting is anticipated to close on 12/1/2024. The Company may however extend this time-period, in which case the posting will remain available on https://www.careers.jnj.com to accept additional applications.

Employees and/or eligible dependents may be eligible to participate in the following Company sponsored employee benefit programs: medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance.

Employees may be eligible to participate in the Company's consolidated retirement plan (pension) and savings plan (401(k)).

This position is eligible to participate in the Company's long-term incentive program.

Employees are eligible for the following time off benefits:

• Vacation - up to 120 hours per calendar year
• Sick time - up to 40 hours per calendar year; for employees who reside in the State of Washington - up to 56 hours per calendar year
• Holiday pay, including Floating Holidays - up to 13 days per calendar year
• Work, Personal and Family Time - up to 40 hours per calendar year

Additional information can be found through the link below.

For additional general information on Company benefits, please go to: - https://www.careers.jnj.com/employee-benefits

Johnson & Johnson is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

For more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit www.careers.jnj.com.]