Field Service Engineer - 2406164379W

　　Description

　　DePuy Synthes, part of the Johnson & Johnson Medical Devices Companies, is recruiting for a Field Service Engineer, that can be located in Cleveland OH, Buffalo NY, Rochester NY, or Syracuse NY.

　　Candidate must have a valid US driver’s license.

　　Candidate will be in the field 75% of the time and 25% in their home office.

　　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.

　　Key Responsibilities:

　　Under (e.g., limited supervision, general direction, etc.) and in accordance with all applicable federal, state, and local laws/regulations and Corporate Johnson & Johnson, procedures and guidelines, this position:

　　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.

　　Be familiar and adhere to J&J environmental and safety policies and guidelines. Immediately inform supervisors If there are any violations, deviations or hazards present Project Management, Presentation, Good communication Skills

　　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.

　　Other duties assigned as assigned.

　　Qualifications

　　Education:

　　· Vocational/Trade Certificate with preferably 5 years related work experience.

　　OR

　　· Associate degree with preferably 3 years related experience.

　　OR

　　· Bachelor’s degree with preferably 1 years related experience.

　　Required:

　　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.

　　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 to include digital multimeter.

　　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.

　　For U.S. applicants, in accordance with applicable disclosure requirements, the anticipated base pay range for this position is $50,000 to $80,500.

　　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, 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

　　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 .

　　Primary Location NA-US-Ohio-Cleveland

　　Other Locations NA-US-New York-Syracuse, NA-US-Florida-Palm Beach Gardens, NA-US-New York-Rochester, NA-US-New York-Buffalo

　　Organization DePuy Synthes Sales, Inc. (6032)

　　Job Function Technical Field Service

　　Req ID: 2406164379W