Transforming Healthcare through Innovative Technical Support
At Johnson & Johnson, we're driven by a singular mission: to profoundly impact health for humanity. As a global leader in healthcare innovation, we're committed to creating a world where complex diseases are prevented, treated, and cured. With a rich history spanning over 130 years, we've established ourselves as a pioneer in the industry, empowering our diverse workforce to innovate and deliver breakthrough solutions.
We're now seeking an exceptional Senior Technical Support Engineer to join our Service Solutions Operations team, working remotely within the continental US. As a Senior Technical Support Engineer, you'll play a critical role in delivering outstanding patient outcomes and expertly resolving complex customer inquiries related to our VELYS Digital Surgery robotic platform and other capital equipment.
About the Role
This position is a key part of our customer-facing team, responsible for rapidly resolving customer technical support needs, managing complex orders, and collaborating with cross-functional teams to support logistical and technical needs. You'll be the primary point of contact for customers, providing expert technical support and ensuring their needs are met in a timely and effective manner.
Key Responsibilities
- Expertly manage complex customer technical inquiries and complaints via phone and email, ensuring maximum first-time resolution.
- Provide individualized responses to customer concerns or inquiries, delivering complex information and technical support for equipment and product concerns.
- Document calls in accordance with company guidelines and regulatory requirements, maintaining accurate records and ensuring compliance.
- Collaborate with cross-functional teams to support logistical and technical needs, acting as a customer advocate to represent customer needs internally.
- Escalate product performance issues appropriately, ensuring timely resolution and maintaining customer satisfaction.
- Maintain advanced technical self-competence, knowledge of company procedures, and customer-related skills, staying up-to-date with the latest developments in digital surgery robotic platforms.
- Assist other Service Operations team members with troubleshooting and complaint handling, providing guidance and support as needed.
- Leverage knowledge of FDA Medical Device regulations to guarantee all processes and procedures are compliant with applicable regulations.
- Communicate effectively with upper-level management and collaborate cooperatively with coworkers, ensuring seamless issue resolution.
Qualifications and Requirements
To be successful in this role, you'll need:
- A Bachelor's degree or equivalent Military Technical Training in a technical field.
- 6-8 years of Biomed or Technical Service experience in related industries such as medical devices or healthcare.
- Demonstrated knowledge of technical troubleshooting principles and technical service operations practices and procedures.
- Excellent verbal and written communication skills, with the ability to communicate effectively with upper-level management and cross-functional business partners.
- Strong Microsoft Office (Word, Excel, and Outlook) and Internet Navigation skills.
- Experience working in a dynamic, real-time environment, ensuring achievement of competing priorities and deadlines.
Preferred qualifications include:
- ONE MD, SAP, and Call Center Infrastructure knowledge.
- Experience within Johnson & Johnson's Customer Service and/or Product Support functions.
- In-depth business knowledge of related franchises such as Global Orthopaedics or Medical Technology.
- Demonstrated knowledge of capital equipment service operations.
What We Offer
At Johnson & Johnson, we offer a comprehensive benefits package that includes:
- A competitive salary range of $69,000 to $111,550.
- Annual performance bonus opportunities.
- Medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance.
- Consolidated retirement plan (pension) and savings plan (401(k)).
- Vacation time, sick time, holiday pay, and work, personal, and family time.
Our Culture and Values
At Johnson & Johnson, we're committed to fostering a culture of inclusion and belonging, where diversity, equity, and inclusion (DEI) are woven into the fabric of our organization. We believe that our diverse workforce and culture of belonging accelerate innovation, enabling us to solve the world's most pressing healthcare challenges. Our values are rooted in Our Credo, guiding our pursuit to create a healthier, more equitable world.
Career Growth and Development
As a Senior Technical Support Engineer, you'll have opportunities for career growth and development within our organization. You'll be part of a dynamic team that is passionate about delivering exceptional customer experiences and driving innovation in healthcare. With our commitment to ongoing learning and development, you'll have access to training and resources to help you succeed in your role and advance your career.
Conclusion
If you're a motivated and experienced technical support professional looking to make a meaningful impact in the healthcare industry, we encourage you to apply for this exciting opportunity. Join our team at Johnson & Johnson and be part of a legacy of innovation and commitment to improving human health. Don't hesitate – apply today!
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