Field Service Engineer Jobs

DePuy Synthes Sales, Inc., a member of the Johnson & Johnson Family of Companies, is recruiting for an Associate Field Service Engineer. This position will be in the San Francisco, CA area.

Candidate must have the ability to work in home office 25% & in field 75%

Valid US Driver’s license required

DePuy Synthes, part of the Johnson & Johnson Medical Devices Companies, provides one of the most comprehensive orthopedics portfolios in the world. DePuy Synthes solutions, in specialties including joint reconstruction, trauma, craniomaxillofacial, spinal surgery and sports medicine, are designed to advance patient care while delivering clinical and economic value to health care systems worldwide. For more information, visit www.depuysynthes.com.

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.

OVERALL RESPONSIBILITIES:

Under limited supervision and in accordance with all applicable federal, state, and local laws/regulations and Corporate Johnson & Johnson, procedures and guidelines, this position:

• Completes paperwork, documentation and administrative tasks per policy and procedures.
• Must be able to lift 50lbs.
• Manage allocated inventory and complete required audits to support thereof.
• Complete, clear and timely update in the Service Management System related to Workorder, Orders.
• Responsible for communicating business related issues or opportunities to next management level
• 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.
• Responds to customer requests for emergency service. Determines cause(s), troubleshoots and takes corrective action.
• Complete all processing of RMA returns to support individual usage of parts and equipment.
• Participate in incident investigation
• Manage region and schedule to facilitate all aspects of technical / engineering work required to support all products supported and serviced by the technical department.
• 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.
• Acts as customer advocate to represent customer needs internally
• Performs other duties assigned as needed
• Completes required trainings for supported products and processes.
• 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
• Responsible for ensuring personal and Company compliance with all Federal, State, local and Company regulations, policies, and procedures
• Manage customer expectations on a regular basis before and after various interactions to ensure customer satisfaction.
• Devises and implements preventative maintenance programs and maintains performance and service records for equipment.

Qualifications

Education requirement:

• Bachelor’s degree with preferably 2 years related experience
• An Associate degree with preferably 4 years related experience OR
• Vocational/Trade Certificate with preferably 6 years related work experience, OR

Required:

• Knowledge of Microsoft Office
• Operate company vehicle with appropriate license.
• Ability to drive customer satisfaction and work improvement
• 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.
• Project Management, Presentation, Good communication Skills
• Organization skills.
• Respect and apply safety rules and procedures at all times
• English verbal and written communication skills.
• Use personal protective equipment (PPE) and safety devices as required.
• Ability to travel on short notice.
• Office/Field time 25%/75%
• Customer service experience, data analysis experience
• Standard test equipment to include digital multimeter
• Frequent air travel.
• Participate in incident investigation
• Problem solving skills

Preferred:

• Knowledge of servicing principles, practices and procedures
• IT integration skills
• Experience in the Medical Device Industry

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

Employees may be eligible to participate in Company employee benefit programs such as health insurance, savings plan, pension plan, disability plan, vacation pay, sick time, holiday pay, and work, personal and family time off in accordance with the terms of the applicable plans. Additional information can be found through the link below.

https://www.careers.jnj.com/employee-benefits

For U.S. applicants, in accordance with applicable disclosure requirements, the anticipated base pay range for this position is $54,000 to $87,285.

The Company maintains highly competitive, performance-based compensation programs. Under current guidelines, this position is eligible for an annual performance bonus in accordance with the terms of the applicable plan. The annual performance bonus is a cash bonus intended to provide an incentive to achieve annual targeted results by rewarding for individual and the corporation’s performance over a calendar/ performance year. Bonuses are awarded at the Company’s discretion on an individual basis.

Employees may be eligible to participate in Company employee benefit programs such as health insurance, savings plan, pension plan, disability plan, long-term incentive, vacation pay, sick time, holiday pay, and work, personal and family time off in accordance with the terms of the applicable plans. 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

At Johnson & Johnson, we’re on a mission to change the trajectory of health for humanity. That starts by creating the world’s healthiest workforce. Through cutting-edge programs and policies, we empower the physical, mental, emotional and financial health of our employees and the ones they love. As such, depending on location and subject to local legislation, candidates offered employment may be required to show proof of COVID-19 vaccination or, in certain countries, secure an approved accommodation prior to the commencement of employment to support the well-being of our employees, their families and the communities in which we live and work. If you are invited to interview for the position, your recruiter will advise on the vaccine requirement status in your geographic location.

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 .]