Senior Field Service Engineer

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:

Ft. Lauderdale, Florida, United States, Miami, Florida, United States of America, Palm Beach Gardens, Florida, United States of America, West Palm Beach, Florida, United States

Job Description:

We are searching for the best talent for a Senior Field Service Engineer. This field-based position is in the Palm Beach Gardens, FL area.

Candidates must live within a 2-hour radius of Palm Beach Gardens, FL (e.g., Port St. Lucie, Jupiter, Palm Beach, Fort Lauderdale, Boca Raton, or Miami).

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.

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 manages customer support activities for the installation, service, and repair of all products supported by DePuy Synthes. This role handles customer technical inquiries and complaints both by phone and in person, mentors other Field Service Engineers (FSEs), and performs advanced administrative and equipment support duties.

 In addition to traditional field service responsibilities, this role will play a key role in supporting software development and continuous improvement initiatives for connected and embedded products. The Senior FSE will work collaboratively with Software R&D, the Training Manager, the Connectivity Manager, Service Care, and other stakeholders to surface field‑driven opportunities, contribute to requirements definition, support documentation updates, and help advance software‑related product and service improvements. Clear communication of product capabilities and value across Service Care and the broader organization is essential.

RESPONSIBILITIES:

Under (e.g. limited supervision, general direction, etc.) and in accordance with all applicable federal, state and local laws/regulations and Corporate Johnson & Johnson, procedures and guidelines, this position:

• Perform remote technical support for internal and external customers through the Customer Support Call Center.
• Manage account schedules and perform installation, operation, repair, and upgrades of equipment within assigned territory.
• Devise and implement preventative maintenance programs and maintain performance and service records for equipment.
• Manage regional scheduling to facilitate all technical/engineering work required to support products serviced by the technical department.
• Respond to customer requests for emergency service; determine causes, troubleshoot, and take corrective actions.
• Provide guidance to customers (e.g., doctors, nurses, biomedical engineers), Field Service Specialists, and Representatives; assist with customer satisfaction issues as they arise.
• Manage customer expectations before and after interactions to ensure satisfaction.
• Drive customer satisfaction improvements through monthly reviews of complaints, parts usage, and system performance; analyze data and implement corrective actions and improvement plans.
• Complete paperwork and administrative tasks per policy and procedures; perform timely updates in the Service Management System related to work orders and orders.
• Process RMA returns and manages allocated inventory, completing required audits as needed.
• Complete required training for supported products and processes; act as a customer advocate to represent customer needs internally.
• Participate in incident investigations and share leadership/ownership of assigned service matrix and reports.
• Provide ride-along mentoring and coaching of assigned team members with regular verbal and written feedback on technical competency, communication, customer service, compliance, and operational efficiency ("Field Contact Report").
• Conduct quarterly reviews of expanded regions (including assigned FSEs) to identify potential issues and implement actions to meet customer satisfaction.
• Support installations and deployments for clinical trials, external evaluations, regulatory testing, or similar activities.
• Perform as a technical trainer for internal and external customers on assigned products or systems (e.g., Service Management Systems).
• Participate as a department representative in new product preparation, product improvement initiatives, and customer engagement.
• Gather field data and feedback for manufacturers: analyze trends, identify root cause, recommend remedial actions, and implement plans to improve product performance and customer satisfaction.
• Develop training content based on identified field gaps and issues.
• Manage unresolved customer satisfaction or system issues and communicate business-related issues or opportunities to the next management level.
• Insure personal and team compliance with all Company and regulatory policies, including Health, Safety, and Environmental practices.

• Contribute to software development, deployment readiness, and continuous improvement initiatives to improve serviceability, reliability, and field uptime for connected and embedded products.
• Collaborate closely with stakeholders — robotics software team, Connectivity Manager, Service Care, suppliers, and engineering — to capture priorities, align roadmaps, and translate field needs into engineering work.
• Translate user and field requirements into clear, executable feature work items (user stories, acceptance criteria) and support engineering during specification, sprint planning, and development cycles.
• Act as the voice of the customer (Service Care) during specification and development to ensure product decisions reflect operational realities and supportability constraints.
• Communicate product capabilities, limitations, and business value to Service Care and other stakeholders; prepare and deliver training, runbooks, and post-release briefings for Service teams.
• n post-release support coordination for software issues: triage field incidents, lead root-cause analyses, prioritize and track bug fixes, and close feedback loops with development teams to reduce recurrence.
• fine, monitor, and report on software and support metrics (e.g., Mean Time to Repair for software incidents, ticket resolution time, bug escape rate, feature adoption) and lead targeted improvement projects.
• Advocate for telemetry and remote-diagnostics improvements to reduce on-site interventions and accelerate issue resolution.
• Assist with validation and deployment readiness activities for software releases in the field, including release notes, supportability checks, and rollback plans.
• Contribute structured field feedback, trend analysis, and recommended corrective actions to engineering and product management for product improvement initiatives.
• Own post-release support coordination for software issues: triage field incidents, lead root-cause analyses, prioritize and track bug fixes, and close feedback loops with development teams to reduce recurrence.
• Define, monitor, and report on software and support metrics (e.g., Mean Time to Repair for software incidents, ticket resolution time, bug escape rate, feature adoption) and lead targeted improvement projects.

QUALIFICATION:

EXPERIENCE AND EDUCATION:

• Vocational/Trade Certificate with preferably 10 years’ of related work experience.

OR

• Associate degree with preferably 8 years of related experience.

OR

• Bachelor’s degree with preferably 6 years of related experience.

OR

• High School Diploma with preferably 12 years of related work experience in customer support, technical support/technical service

Required:

• Experience supporting software-driven, connected, or embedded products in a field service, product-owner, or similar role
• Experience working with robotics or embedded software teams, connectivity/telemetry platforms, and service operations
• Ability to translate field needs into engineering-ready work items (e.g., user stories, acceptance criteria) within Agile development processes
• Experience coordinating post-release triage and driving cross-functional fixes with engineering teams and external suppliers
• Demonstrated experience tracking and improving support metrics (e.g., MTTR, ticket trends, bug escape rate)
• Familiarity with tools such as JIRA, Confluence, service management systems, and remote diagnostics/telemetry dashboards
• Strong verbal and written communication skills in English, including the ability to explain technical tradeoffs and product value to field and Service Care stakeholders
• Ability to prepare and deliver training and support materials for Service Care and field teams on software features and updates
• Customer service experience with a focus on customer satisfaction and continuous improvement
• 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
• Relevant technical education or certifications (e.g., engineering, instrumentation, biomedical, or equivalent experience)
• Experience leading or influencing cross-functional teams indirectly
• Experience with service management systems

This job posting is anticipated to close on 5/20/2026.

This position is overtime eligible.  

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

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.

 

 

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