Field Service Engineer

DePuy Synthes, part of the Johnson & Johnson Family of Companies, is currently seeking a Field Service Engineer to join our team. The position will be in Boston, MA. This position requires the candidate to spend 75% of their time in the field and 25% in a home office.

Candidate must live within an hour of the greater Boston, MA area.

Candidate must have a valid US Driver's license.

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at https://www.jnj.com/.

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.