Field Service Engineer

Job Summary

Field Service Engineer – Johnson & Johnson Med Tech. This field‑based position is located in the Lexington/Louisville, KY area, with additional locations in Palm Beach Gardens, FL. The role requires 25% home office and 75% on‑field service.

• 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 the 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.
• Respond to customer requests for emergency service. Determine cause(s), troubleshoot and take corrective action.
• Provide guidance to customers including doctors, nurses and hospital biomedical engineers along with Field Service Specialists and/or Representatives, and assist when customer satisfaction issues arise.
• Manage customer expectations on a regular basis before and after various interactions to ensure customer satisfaction.
• Complete paperwork, documentation, and administrative tasks per policy and procedures.
• Complete clear and timely updates in the Service Management System related to work orders and 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.
• Complete required trainings for supported products and processes.
• Act 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.
• Be familiar with and adhere to J&J environmental and safety policies and guidelines. Immediately inform supervisors if there are any violations, deviations or hazards present.
• For those who supervise or manage a staff, responsible for ensuring that subordinates follow all company guidelines related to health, safety and environmental practices and that all resources needed to do so are available and in good condition.
• Performs other duties assigned as needed.

• A Vocational/Trade Certificate with at least six years’ experience in a customer support, technical support/technical service role.
• Associate Degree with at least two years’ experience in EP field or cardiology field, or medical related field service support; or medical/hospital biomed experience.
• Bachelor’s degree (Preferred) in Engineering discipline with at least two years of experience in related medical and medical service industry highly preferred.
• High School diploma with preferably eight years related work experience in customer support, technical support/technical service.

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

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

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

Position anticipated to close on 12/16/2025.

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