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Field Service Engineer

Company: Johnson & Johnson
Location: Saint Louis
Posted on: June 8, 2021

Job Description:

DePuy Synthes Sales, Inc., a member of the Johnson & Johnson Family of Companies, is recruiting for a Field Service Engineer in the St Louis, MO area! Candidate must have the ability to work in home office 25% & in field 75%. Valid US Driver's license required. DePuy Synthes Companies of Johnson & Johnson is the largest, most innovative and comprehensive orthopedic and neurological business in the world. DePuy Synthes Companies offer an unparalleled breadth and depth of products, services and programs in the areas of joint reconstruction, trauma, spine, sports medicine, neurological, craniomaxillofacial, power tools and biomaterials. Building on the legacy and strengths of two great companies, more agile and better equipped to meet the needs of today's evolving health care environment. With a focus on activating insights to develop innovative, comprehensive solutions, we are inspired to advance patient care in greater ways than either company could accomplish on its own. The 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. Responsibilities: Perform Technical Support to internal and external customers through the Customer Support Call Center Manage account schedule and perform the installation, operation, repair and upgrades of equipment within assigned territory. 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. Determines cause(s), troubleshoots 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 Workorder, Orders. Complete all processing of RMA returns to support individual usage of parts and equipment. Manage allocated inventory and complete required audits to support thereof. Completes required trainings for supported products and processes. Acts 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 Performs other duties assigned as needed 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. Qualifications Required: Military/Vocational/some college work/Trade school in Engineering or related field AND 8 years work experience in a customer support, technical support/technical service role OR Vocational/Trade Certificate AND 6 years related work experience OR Associate degree in Engineering or related field AND 4 years work experience in a customer support, technical support/technical service role OR Bachelor's degree in Engineering, Computer Science or related field AND 2 years work experience in a customer support, technical support/technical service role Project Management, Presentation, Good communication Skills Customer service experience, data analysis experience English verbal and written communication skills. Organization skills. Knowledge of Microsoft Office. Problem solving skills. Standard test equipment to include digital multimeter Ability to drive customer satisfaction and work improvement Office/Field time 25%/75% Ability to travel on short notice. Frequent air travel. Operate company vehicle with appropriate license. Ability to work weekends and "off hours" as needed to support customer and business needs Heavy lifting of equipment and excessive standing, lifting and bending will be required. Respect and apply safety rules and procedures at all times Use personal protective equipment (PPE) and safety devices as required. Participate in incident investigation. Preferred: Academic qualification in engineering or equivalent Knowledge of servicing principles, practices and procedures preferred IT integration skills preferred. Advanced Degree Experience in the Medical Device Industry or other highly regulated field; Automotive, Aerospace, Aviation, Military etc. Knowledge of service management systems Primary Location United States-Missouri-St. Louis- Organization DePuy Synthes Sales, Inc. (6032) Requisition ID 2105935578W

Keywords: Johnson & Johnson, St. Louis , Field Service Engineer, Other , Saint Louis, Missouri

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