Field Service Engineer

At Johnson & Johnsonwe believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented treated and curedwhere treatments are smarter and less invasive andsolutions are 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 more at

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We are searching for the best talent for a Field Service Engineer. This field-based position is based in Lexington/Louisville KY area.

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

Valid US Drivers 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 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.

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 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 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
• 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

Qualifications:

Education:

• A Vocational/Trade Certificate with at least 6 yearsexperiencein a customer support technical support/technical service role;

OR

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

OR

• Bachelors degree (Preferred) in Engineering discipline with at least 2 years of experience in related medical and medical service industry highly preferred.
• OR
• High School diploma with preferably 8 years related work experience in customer support technical support/technical service.

Required:

• Customer service experience data analysis experience
• 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 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.

Preferred:

• Knowledge of servicing principles practices and procedures
• Experience in the Medical Device Industry
• IT integration skills

This position is eligible for a company car through the Companys FLEET program.

This position is overtime eligible.

This job posting is anticipated to close on 12/16/2025.

Johnson & Johnson announced plans to separate our Orthopaedics business to establish a standalone Orthopaedics company operating as DePuy Synthes. The process of the planned separation is anticipated to be completed within 18 to 24 months subject to legal requirements including consultation with works councils and other employee representative bodies as may be required regulatory approvals and other customary conditions and approvals.

Should you accept this position it is anticipated that following conclusion of the transaction you would be an employee of DePuy Synthes and your employment would be governed by DePuy Synthes employment processes programs policies and benefit that case details of any planned changes would be provided to you by DePuy Synthes at an appropriate time and subject to any necessary consultation processes.

Johnson & Johnson is an 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 disability protected veteran status or other characteristics protected by federal state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants needs. If you are an individual with a disability and would like to request an accommodation please contact us via or contact AskGS to be directed to your accommodation resource.

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