Johnson & Johnson MedTech · 18 hours ago
Field Service Engineer
Salt Lake City, UT
Full-time
Hybrid
Mid Level
4+ years expJohnson & Johnson MedTech is a leader in healthcare innovation, dedicated to improving health outcomes. The Field Service Engineer is responsible for managing customer support systems, performing installations, and providing technical support for medical devices, ensuring customer satisfaction and compliance with regulations.
Hospital & Health Care
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 training in supported products and processes
Acts as customers 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 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
Qualification
Required
Vocational/Trade Certificate with preferably 6 years related work experience
Associate degree with preferably 4 years related experience
Bachelor's degree with preferably 2 years related experience
preferably 8 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
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
Always respect and apply safety rules and procedures
Use personal protective equipment (PPE) and safety devices as required
Participate in incident investigation related to health, safety or environment
Preferred
Knowledge of service management system is a plus
Academic qualification in engineering or equivalent
Knowledge of servicing principles, practices and procedures
Experience in the Medical Device Industry
IT integration skills
Benefits
This position is eligible for a company car through the Company’s FLEET program.
This position is overtime eligible.
Company
Johnson & Johnson MedTech
At Johnson & Johnson MedTech, we are working to solve the world’s most pressing healthcare challenges through innovations at the intersection of biology and technology.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Mike Walker
CFO & VP of Finance DePuy Synthes
Tino Schweighoefer, MBA
CFO Monarch Platform
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