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:
Buffalo, New York, United States, Palm Beach Gardens, Florida, United States of America, Rochester, New York, United States, Syracuse, New York, United States
Job Description:
About MedTech
Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.
Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech
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 https://www.jnj.com/.
Johnson & Johnson announced plans to separate our Orthopaedics business to establish a standalone orthopaedics company, operating as DePuy Synthes. The process of the planned separation is anticipated to be completed within 18 to 24 months, subject to legal requirements, including consultation with works councils and other employee representative bodies, as may be required, regulatory approvals and other customary conditions and approvals. Should you accept this position, it is anticipated that,
following conclusion of the transaction, you would be an employee of DePuy Synthes and your employment would be governed by DePuy Synthes employment processes, programs, policies, and benefit plans. In that case, details of any planned changes would be provided to you by DePuy Synthes at an appropriate time and subject to any necessary consultation processes.
This is a field-basedrole available in within** Greater Rochester, Syracuse, Buffalo NY **areas. While specific cities are listed in the Locations section for reference, please note that they are examples only and do not limit your application. We invite candidates from any location to apply.
We are searching for the best talent for Field Service Engineer, Orthopedics
SECTION 1: JOB SUMMARY
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.
SECTION 2: DUTIES & 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
· 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 will be 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.
related to health, safety or environment.
o Responsible for communicating business related issues or opportunities to next management level
o 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, if applicable
o Responsible for ensuring personal and Company compliance with all Federal, State, local and Company regulations, policies, and procedures
o Performs other duties assigned as needed
SECTION 3: EXPERIENCE AND EDUCATION
· Vocational/Trade Certificate with preferably 6 years related work experience, Associate degree with preferably 4 years related experience or Bachelor’s degree with preferably 2 years related experience or preferably 8 years related work experience in customer support, technical support/technical service.
SECTION 4: REQUIRED KNOWLEDGE, SKILLS, ABILITIES, CERTIFICATIONS/LICENSES and AFFILIATIONS
· Academic qualification in engineering or equivalent
· Knowledge of servicing principles, practices and procedures preferred
· Experience in the Medical Device Industry is preferred
· IT integration skills preferred.
Additional Information:
·This position is eligible for a company car through the Company’s FLEET program.
·This position is overtime eligible.
Johnson & Johnson is an 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, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.
Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, external applicants please contact us via https://www.jnj.com/contact-us/careers. Internal employees contact AskGS to be directed to your accommodation resource.
#LI-Remote
**Required Skills: **
Preferred Skills:
Accountability, Analytical Reasoning, Communication, Continuous Improvement, Customer Empathy, Customer Service, Customer Support Operations, Customer Support Trends, Data Gathering and Analysis, Incident Management, Innovation, Issue Escalation, Process Oriented, Project Management Office (PMO), Repair Management, SAP Field Service Management, Service Request Management, Technical Credibility