Location: Boston,MA, USA
DePuy Synthes, part of the Johnson & Johnson Family of Companies, is currently seeking a Field Service Engineer to join our team. The position will be in Boston, MA. This position requires the candidate to spend 75% of their time in the field and 25% in a home office.
Candidate must live within an hour of the greater Boston, MA area.
Candidate must have a valid US Driver's license.
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The Field Service Engineer is responsible for managing customer support systems related to the installation, service, and repair of all products supported by DePuy Synthes. This role involves direct interaction with customers both over the phone and in person, addressing technical inquiries and complaints.
Key Responsibilities:
* Provide technical support to internal and external customers through the Customer Support Call Center.
* Manage account schedules and perform the installation, operation, repair, and upgrades of equipment within the assigned territory. Implement preventative maintenance programs and maintain performance and service records for equipment.
* Handle customer requests for emergency service, troubleshoot issues, and take corrective action. Provide guidance to customers, including doctors, nurses, and hospital biomedical engineers. Manage customer expectations before and after interactions to ensure satisfaction.
* Complete required paperwork, documentation, and administrative tasks per policy and procedures. Update the Service Management System with clear and timely information related to work orders and orders. Manage allocated inventory, complete required audits, and process RMA returns.
* Complete all required training for supported products and processes. Stay informed of and adhere to J&J environmental and safety policies and guidelines.
* Participate in incident investigations and support the installation and servicing of products in clinical trials, external evaluations, and regulatory testing.
* Communicate business-related issues or opportunities to the next management level. Ensure compliance with all federal, state, local, and company regulations, policies, and procedures.
* Always respect and apply safety rules and procedures, use personal protective equipment (PPE) and safety devices as required, and immediately inform supervisors of any violations, deviations, or hazards.
* Perform other duties as assigned.