Product Lead Field Service Engineer

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Job Description

The DePuy Synthes, a member of the Johnson & Johnson Family of Companies, is currently recruiting a Product Lead Field Service Engineer to join its team, working remotely.

DePuy Synthes, part of the Johnson & Johnson Medical Devices Companies, provides one of the most comprehensive orthopedics portfolios in the world. DePuy Synthes solutions, in specialties including joint reconstruction, trauma, craniomaxillofacial, spinal surgery and sports medicine, are designed to advance patient care while delivering clinical and economic value to health care systems worldwide. For more information, visit

Under limited supervision, the Individual is responsible to manage the customer support system in the installation, service and repair of all VELYS capital products. Responsible for interaction with customers over the phone and in person for the handling of customer technical inquires, and complaints.

Duties & responsibilities

Under limited supervision and in accordance with all applicable federal, state and local laws/regulations and Corporate Johnson & Johnson, procedures and guidelines, this position:

Perform installation, operation, repair and upgrades of equipment when assigned

Primary escalation Level 3 point of support issues for service delivery

Serves as the primary contact point for high level customer accounts

Works closely FSE in order to communicate customer concerns, feature requests and bug reports and plays a critical role in customers' satisfaction

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.

Drive Customer Satisfaction improvement in assigned region

Completes paperwork, documentation and administrative tasks per policy and procedures.

Complete, clear and timely update in the Service Management System related to Workorders.

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

Share Leadership/Ownership of assigned Service Matrix / reports (functional and specific metrics are assigned to FSE level II)

Mentoring and coaching of assigned members by providing regular verbal and written feedback on Technical Competency, Communication Skills, Customer Service, Compliance, and Operational Efficiency - "Field Contact Report”.

Perform field service and ride along on a regular basis and when issues that are escalated

Quarterly review of expanded region to include assigned FSE’s region to identify potential issues and put in actions to meet customer satisfaction.

Support installation and support of products in clinical trials, external evaluations, regulatory testing or similar.

Perform as a Technical Trainer for internal and external customers on assigned products or systems (Service Management Systems or similar)

Participate as key department representative in new product preparation, product improvement initiatives, customer engagement or any matters as assigned.

Gather data, feedback to manufactures, analyze data, identify trends, identify root cause, provide remedial actions, devise and implement plans to improve product performance and improve customer satisfaction on assigned regions and/or assigned products identified area of improvements.

Represent Technical Service in Core Team projects to drive technical service needs as inputs in new product development. Escalate to manager before implementation with adverse impacts becomes irreversible.

Responsible for new product launch readiness (technical perspective) in putting and executing plans for manpower needs, training, tools, repair centers, parts, ordering, loaners and repair process.

Review regional issues to report and escalate repeatable issue to identified area if service related products

Promote products & procedures and develops a strong technical knowledge in related new service release products

Manage and Maintain Issue Knowledgebase for Field Use

Be closely involved in service activities for new product

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 to Health, Safety and Environmental practices and that all resources needed to do so are available and in good condition, if applicable

Responsible for ensuring personal and Company compliance with all Federal, State, local and Company regulations, policies, and procedures

Performs other duties assigned as needed


Experience and education

Bachelor’s degree with preferably 8 years related experience or Vocational/Trade Certificate with preferably 12 years related work experience, in customer support, or technical support/technical service

Academic qualification in engineering or equivalent

Knowledge of servicing principles, practices and procedures preferred

Experience in the Medical Device Industry is preferred


Project Management, Presentation, Good communication Skills

Customer service experience, data analysis experience

Leadership skills preferably with experience in leading teams indirectly or indirectly

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 always apply safety rules and procedures

Use personal protective equipment (PPE) and safety devices as required.

Participate in incident investigation.

Johnson & Johnson is an Affirmative Action and 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, or protected veteran status and will not be discriminated against on the basis of disability.

Primary Location
United States---
Medical Device Business Services, Inc (6029)
Job Function
Requisition ID