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Associate Field Service Engineer MITEK

Johnson & Johnson Services, Inc.

Dallas, TX, United States Salary : $ 68,818 per year Apply Now
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Job Type: Full Time

Category: Engineering And Technology

Apply Now   

DePuy Synthes Sales, Inc., a member of the Johnson & Johnson Family of Companies, is recruiting for an Associate Field Service Engineer to be located in Dallas, TX or Fort Worth, TX surrounding area.

Candidate must live within commutable driving distance of a major airport. 

Candidate must have the ability to work in home office 25% & in field 75%.

Valid US Driver’s license required.

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.

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.

Responsibilities:

  • Perform technical support to internal and external customers.
  • Perform the installation, operation, repair and upgrades of equipment within assigned territory & manage account scheduling.
  • 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. Determine cause(s), troubleshoot and takes corrective action.
  • Provides guidance to customers to include Doctors, Nurses and hospital Biomedical engineers along with Field Sales Organization and/or Clinical representatives and assists when customer satisfaction issues arise.
  • Interface with DePuySynthes Capital Equipment Sales Managers and Clinical Evaluators
  • 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 and update the Service Management System related to Work order, Orders.
  • Complete processing of Return Material Authorization (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
  • Respect and apply safety rules and procedures at all times
  • Other duties assigned as assigned

Qualifications

Education Required:

  • Military/Vocational/some college work/Trade school in Engineering or related field AND 8 years work experience in a customer support, technical support/technical service role

OR

  • Vocational/Trade Certificate AND 6 years related work experience

OR

  • Associate degree in Engineering or related field AND 4 years work experience in a customer support, technical support/technical service role

OR

  • Bachelor’s degree in Engineering, Computer Science or related field AND 2 years work experience in a customer support, technical support/technical service role

 

Required:

  • Problem-solving & troubleshooting skills.
  • Knowledge of servicing principles, practices and procedures
  • Customer service experience & data analysis experience
  • Good verbal & written communications skills.
  • Project Management, Presentation & organization skills.
  • Proficiency with Microsoft Office.
  • Experience using standard test equipment including digital multimeter
  • Experience driving customer satisfaction and work improvement
  • Ability to work in the office (home) 25% & field 75%
  • Ability to travel on short notice & do frequent air travel.
  • A valid US Driver’s license & ability to operate a vehicle.
  • Ability to work weekends and “off hours” as needed to support customer and business needs
  • Ability to do heavy lifting of equipment and excessive standing, lifting, and bending will be required.
  • Ability to wear personal protective equipment (PPE).

Preferred:

  • IT integration skills
  • Experience in the Medical Device Industry 
  • Knowledge of service management systems

 

 

This position is eligible for a company car through the Company’s FLEET program.

 

Employees may be eligible to participate in Company employee benefit programs such as health insurance, savings plan, pension plan, disability plan, vacation pay, sick time, holiday pay, and work, personal and family time off in accordance with the terms of the applicable plans.  Additional information can be found through the link below.

https://www.careers.jnj.com/employee-benefits

 

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-Texas-Dallas-
Other Locations
North America-United States-Texas-Fort Worth
Organization
DePuy Synthes Sales, Inc. (6032)
Job Function
Sales
Requisition ID
2105974418W