Senior Field Service Engineer

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 jnj.com.

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function:

Customer Management

Job Sub Function:

Technical Field Service

Job Category:

Business Enablement/Support

All Job Posting Locations:

Omaha, Nebraska, United States

Job Description:

We are searching for the best talent for a Senior Field Service Engineer. This field-based position is located in Omaha, NE area.

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

Valid US Driver’s license is required.

 
About Orthopaedics

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.

Are you passionate about improving and expanding the possibilities of Orthopaedics? Ready to join a team that’s reimagining how we heal? Our Orthopaedics teams help keep more than 6 million people moving each year while delivering clinical and economic value to surgeons and healthcare systems. Our teams build solutions for joint reconstruction; trauma and craniomaxillofacial; sports, extremities, and elective foot and ankle; spine; and robotics and digital surgery.

Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

 The Senior 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.
• Perform the installation, operation, repair and upgrades of equipment within assigned territory & manage account scheduling.
• 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. Determine cause(s), troubleshoot 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 Work order, Orders.
• Complete processing of Return Material Authorization (RMA) returns to support individual usage of parts and equipment.
• Manage allocated inventory and complete required audits to support thereof.
• Completes required training for supported products and processes.
• Acts as customers 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 fo