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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 Med Tech, 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.
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Customer Management
Job Sub FunctionTechnical Field Service
Job CategoryBusiness Enablement/Support
All Job Posting LocationsLexington, Kentucky, United States;
Louisville, Kentucky, United States;
Palm Beach Gardens, Florida, United States of America
We are searching for the best talent for a Field Service Engineer. This field-based position is based in Lexington/Louisville KY area. Candidates must have the ability to work in home office 25% & in field 75%. Valid US Driver’s License Is Required. 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 Med Tech, 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
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 inquiries, and complaints.
Responsibilities- 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 with 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
- For those who supervise or manage a staff, responsible for ensuring that subordinates follow all Company guidelines related…
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