Lead, Field Service Engineering

Job Summary

Under limited supervision, the Lead, Service Engineer in direct support of the DePuy-Synthes Canadian business. 

This role ensures that national service infrastructure, workforce strategy, quality alignment, and operational processes fully support local commercial growth, customer satisfaction, and regulatory compliance. 

The position acts as the senior operational bridge between Technical Service, Commercial Leadership, and Global functions, ensuring service readiness, scalability, and long-term business continuity. 

DUTIES & RESPONSIBILITIES 

In accordance with all applicable federal, provincial, and corporate regulations, procedures, and guidelines, this position: 

Strategic Business & Service Leadership 

• Define and execute national Technical Service strategy aligned with Canadian DS commercial objectives. 

• Translate business growth plans into scalable service infrastructure and workforce models. 

• Oversee workforce planning and capacity forecasting. 

• Partner with Commercial and Clinical leadership to support strategic accounts and complex opportunities. 

• Provide operational risk assessment and mitigation planning to protect revenue continuity. 

Organizational & Resource Governance 

• Lead and develop Field Service Engineers and technical support personnel. 

• Allocate and prioritize resources supporting investigations, escalations, and clinical priorities. 

• Responsible for team training, performance management, and talent development. 

• Ensure operational resilience and balanced workload distribution. 

• Manage service budgets and cost controls aligned with business objectives. 
   

Quality, Compliance & Regulatory Oversight 

• Ensure alignment with DS Quality Systems and Health Canada regulations. 

• Oversee structured coordination of post-market support and investigation resources. 

• Support CAPA execution and audit readiness initiatives. 

• Ensure documentation governance and service traceability. 

• Maintain compliance with Health, Safety, and Environmental policies. 
   

Operational Infrastructure & Logistics Governance 

• Oversee national service inventory strategy and parts management processes. 

• Define structured workflows for capital equipment installation and lifecycle management. 

• Ensure cross-border operational alignment with Global Technical and R&D teams. 

• Evaluate and optimize service processes for efficiency and scalability. 

• Support implementation of service-related systems and reporting tools. 
   

Executive Customer & Stakeholder Engagement 

• Conduct strategic site visits to ensure service excellence and long-term customer satisfaction. 

• Act as senior service liaison for high-visibility accounts and escalations. 

• Represent Technical Service Operations in cross-functional leadership forums. 

• Advocate for customer needs while ensuring compliance and operational alignment. 
   

EXPERIENCE AND EDUCATION 

• Bachelor’s degree or equivalent experience. 
• 5+ years of experience in Technical Service and/or Service Operations. 

• Demonstrated experience in strategic planning, operational governance, and quality systems. 
   

REQUIRED KNOWLEDGE, SKILLS & ABILITIES 

• Strategic operational leadership 

• Workforce and capacity planning ability 

• Financial and cost management acumen 

• Knowledge of regulated medical device service environments 

• High ethical standards and integrity 
   

  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, external applicants please contact us via https://www.jnj.com/contact-us/careers, internal employees contact AskGS to be directed to your accommodation resource. 

    

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