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

Job Function:

Customer Management

Job Sub Function:

Technical Field Service

Job Category:

Professional

All Job Posting Locations:

Alexandria, Virginia, United States, Fredericksburg, Virginia, United States, Palm Beach Gardens, Florida, United States of America, Richmond, Virginia, United States of America

Job Description:

Depuy Synthes, part of the Johnson and Johnson Family of Companies, is recruiting for a Field Service Engineer based in the Richmond VA area.

Candidate must reside in the Richmond, VA, Fredericksburg, VA or Alexandria, VA area.

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

Valid US Driver’s license is required.

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/.

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.

Are you passionate about improving and expanding the possibilities of Orthopaedics? Ready to join a team that’s reimagining how we heal? Our Orthopaedics teams help keep more than 6 million people moving each year while delivering clinical and economic value to surgeons and healthcare systems. Our teams build solutions for joint reconstruction; trauma and craniomaxillofacial; sports, extremities, and elective foot and ankle; spine; and robotics and digital surgery.

Your unique talents will help patients on their journey to wellness. Learn more at https: //www.jnj.com/medtech

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 On Site and 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.
• Shadow with Assoc. FSE in supporting them in installation, maintenance and repairs.
• Devises and implements preventative maintenance programs and maintains performance and service records for equipment.
• Evaluates, diagnoses and repairs malfunctioning equipment in response to service calls in assigned territory and schedule to facilitate all aspects of technical / engineering work required to support all products supported and serviced by the Biosense Webster 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 training for supported products and processes.
• Acts as customer advocate to represent customer needs internally.
• Participate in incident investigation.
• Responsible for communicating business related issues or opportunities to next management level.
• Follow all Company guidelines related to Health, Safety and Environmental practices.
• Responsible for ensuring personal and Company compliance with all Federal, State, local and Company regulations, policies, and procedures.
• Performs other duties assigned as needed.
• Maintains healthcare vendor credentialing as an employee for BWI.

Qualifications:

Education:

• A Vocational/Trade Certificate with at least 6 years’ experience in a customer support, technical support/technical service role;

OR

• Associate Degree with at least 2 years’ experience in medical related field service support; or medical/hospital biomed experience;

OR

• Bachelor’s degree (Preferred) in Engineering discipline with at least 2 years of experience in related medical and medical service industry highly preferred.

Required:

• 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 includes digital multimeter.
• Ability to drive customer satisfaction and work improvement.
• Office/Field time 25%/75%
• Ability to travel on short notice.
• Frequent air travel and must live in short proximity to major airport.
• 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.
• May be required to lift up to 60 lbs.
• Maintains healthcare vendor credentialing as an employee for BWI.

Preferred:

• Knowledge of servicing principles, practices, and procedures
• Experience in the Medical Device Industry

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

This position is overtime eligible.

This job posting is anticipated to close on 5/19/2025.

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.

Johnson and Johnson is committed to providing interview process that are inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, please email the Employee Health Support Center (ra-employeehealthsup@its.jnj.com) or contact AskGS to be directed to your accommodation resource.