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 jnj.com.
As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.
Job Function:
Customer Management
Job Sub Function:
Technical Field Service
Job Category:
Business Enablement/Support
All Job Posting Locations:
Omaha, Nebraska, United States
Job Description:
We are searching for the best talent for a Senior Field Service Engineer. This field-based position is located in Omaha, NE area.
Candidates must have the ability to work in home office 25% & in field 75%.
Valid US Driver’s license is required.
About Orthopaedics
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
The Senior 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.
- 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. Determine cause(s), troubleshoot 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 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 training for supported products and processes.
- Acts as customers 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
- Always respect and apply safety rules and procedures
- Other duties assigned as assigned
- Share Leadership/Ownership of assigned Service Matrix / reports (functional and specific metrics are assigned to FSE level II)
- Ride along, mentoring and coaching of assigned team members by providing regular verbal and written feedback on Technical Competency, Communication Skills, Customer Service, Compliance, and Operational Efficiency - "Field Contact Report”.
- Quarterly review of expanded region to include assigned FSE’s region to identify potential issues and put in actions to meet customer satisfaction.
- Support installation and support of products in clinical trials, external evaluations, regulatory testing or similar.
- Participate as key department representative in new product preparation, product improvement initiatives, customer engagement or any matters as assigned.
- 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 related to health, safety or environment.
- 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:
- Vocational/Trade Certificate in Engineering or related field AND 8 years work experience in customer support, technical support/technical service role OR
- Associate degree in Engineering or related field AND 6 years work experience in a customer support, technical support/technical service role OR
- Bachelor’s degree in engineering or related field AND 4 years work experience in a customer support, technical support/technical service role
Required:
- A minimum of 3 years’ work experience in customer support, technical support/technical service role.
- Experience in the Medical Device Industry or other highly regulated fields; Automotive, Aerospace, Aviation, etc.
- 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:
- Advanced Degree
- Experience in the Medical Device Industry
- Knowledge of service management systems
This job posting is anticipated to close on 5/10/2026.
This position is overtime eligible.
This position is eligible for a company car through the Company’s FLEET program.
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 plans. In 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 https://www.jnj.com/contact-us/careers or contact AskGS to be directed to your accommodation resource.
#LI-Remote
Required Skills:
Preferred Skills:
Analytical Reasoning, Communication, Continuous Improvement, Customer Service, Customer Support, Customer Support Operations, Customer Support Trends, Data Gathering and Analysis, Incident Management, Problem Solving, Project Management Office (PMO), SAP Field Service Management, Service Request Management, Teamwork, Technical Credibility, Troubleshooting
