Principle Field Service Engineer (1 of 2)
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DePuy Synthes, a member of the Johnson & Johnson Family of Companies, is currently recruiting a Principle Field Service Engineer (1 of 2) 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 www.depuysynthes.com
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 Remote Technical Support to internal and external 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.
Drive Customer Satisfaction improvement in assigned territory through Monthly review of complaints / Parts Usage / system performance. Analyze data, identify issues and put in corrective actions and improvements plans
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.
Share Leadership/Ownership of assigned Service Matrix / reports (functional and specific metrics are assigned to FSE level II)
Ride along, mentoring and coaching of assigned team members by providing regular verbal and written feedback on Technical Competency, Communication Skills, Customer Service, Compliance, and Operational Efficiency - "Field Contact Report”.
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.
Develop Training content working closely based on identified gaps and issues on the field
Responsible for managing customer unresolved customer satisfaction or system issues
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
Vocational/Trade Certificate with preferably 10 years related work experience, associate degree with preferably 8 years related experience or bachelor’s degree with preferably 6 years related experience or preferably 12 years related work experience in customer support, 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
SECTION 4: REQUIRED KNOWLEDGE, SKILLS, ABILITIES, CERTIFICATIONS/LICENSES and AFFILIATIONS*
Project Management, Presentation, Good communication Skills
Customer service experience, data analysis experience
Leadership skills preferably with experience In leading teams indirectly or indirectly
English verbal and written communication 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.
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.
Medical Device Business Services, Inc (6029)