Field Service Engineer

Responsibilities

• Managing the customer support system in installation, service, and repair of all products supported by DePuy Synthes
• Performing Technical Support to internal and external customers through Customer Support Call Center
• Managing account schedule and performing installation, operation, repair, and upgrades of equipment within assigned territory
• Devising and implementing preventative maintenance programs and maintaining performance and service records for equipment
• Responding to customer requests for emergency service
• Determining cause(s), troubleshooting, and taking corrective action
• Managing customer expectations on a regular basis before and after interactions to ensure customer satisfaction
• Completing clear and timely updates in Service Management System related to work orders and orders
• Completing all processing of RMA returns to support individual usage of parts and equipment
• Managing allocated inventory and completing required audits to support it
• Participating in incident investigation

• Vocational/Trade Certificate with preferably 6 years related work experience OR Associate degree with preferably 4 years related work experience OR Bachelor’s degree with preferably 2 years related work experience OR High school diploma with preferably 8 years related work experience in customer support, technical support/technical service.
• Strong problem‑solving, analytical, and organizational skills
• Proficiency in Microsoft Office
• Ability to use standard test equipment, including a digital multimeter
• Ability to work in a hybrid office/field environment (approximately 25% office / 75% field)
• Ability to travel on short notice, including frequent air travel
• Ability to operate a company vehicle with a valid driver’s license
• Flexibility to work weekends and off‑hours as needed to support customer and business needs
• Ability to perform physical duties including lifting equipment, prolonged standing, bending, and similar tasks
• Commitment to following safety rules, using required PPE, and participating in incident investigations
• Valid US Driver’s license
• Preferred:
  Academic qualification in engineering or equivalent experience
• Experience in the medical device industry
• Knowledge of servicing principles, practices, and procedures
• IT integration skills