Managing the customer support system in the installation, service and repair of all products supported by DePuy Synthes.
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.
Responds to customer requests for emergency service and determines cause(s), troubleshoots and takes corrective action.
Provides guidance to customers including Doctors, Nurses and hospital Biomedical engineers along with Field Service Specialists and/or Representatives and assists when customer satisfaction issues arise.
Completes paperwork, documentation and administrative tasks per policy and procedures.
Act as customer advocate to represent customer needs internally.
Responsible for communicating business-related issues or opportunities to next management level.
Participate in incident investigations.

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

Field Service Engineer

About this role