Field Service Engineer

Johnson & Johnson

Field Service Engineer managing installation, service, and repair of orthopedic products at DePuy Synthes. Handling technical inquiries and customer support in the Greater Philadelphia area.

Posted 6/6/2026full-timePhiladelphia • Mississippi, Pennsylvania • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Managing 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 inquiries, and complaints.
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 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.
Performs other duties assigned as needed

Requirements

What you’ll need

Vocational/Trade Certificate with preferably 6 years related work experience OR Associate degree with preferably 4 years related work experience OR Bachelor’s degree with preferably 2 years related work experience OR High school diploma with preferably 8 years related work experience in customer support, technical support/technical service.
Strong problem-solving, analytical, and organizational skills
Proficiency in Microsoft Office
Ability to use standard test equipment, including a digital multimeter
Ability to work in a hybrid office/field environment (approximately 25% office / 75% field)
Ability to travel on short notice, including frequent air travel
Ability to operate a company vehicle with a valid driver’s license
Flexibility to work weekends and off-hours as needed to support customer and business needs
Ability to perform physical duties including lifting equipment, prolonged standing, bending, and similar tasks
Commitment to following safety rules, using required PPE, and participating in incident investigations
Valid US Driver’s license
Preferred: Academic qualification in engineering or equivalent experience
Experience in the medical device industry
Knowledge of servicing principles, practices, and procedures
IT integration skills

Benefits

Comp & perks

Eligible for a company car through the Company’s FLEET program
Overtime eligible

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer supporttechnical supportpreventative maintenancetroubleshootingdigital multimeterMicrosoft Officeservicing principlesIT integration skills

Soft Skills

problem-solvinganalytical skillsorganizational skillscustomer advocacyflexibilitycommunication skills

Certifications

Vocational/Trade CertificateAssociate degreeBachelor’s degreevalid US Driver’s license