Senior Technical Support Engineer Remote US

Senior Technical Support Engineer | Remote US

• Job titleSenior Technical Support Engineer | Remote US

• FunctionCustomer Management

• Sub functionTechnical Field Service

• CategorySpecialist Representative, Technical Field Service (S5)

• LocationUnited States; Palm Beach Gardens, Florida, United States

• Date postedNov 07 2024

• Requisition number~~~W

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Description

Johnson & Johnson is recruiting for a Senior Technical Support Engineer to join our Service Solutions Operations team. This position is remote based within the continental US. The ideal candidate will reside in close proximity to our Palm Beach Gardens, FL location.

About Johnson & Johnson

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 ~~~/.

For more than 130 years, diversity, equity & inclusion (DEI) has been a part of our cultural fabric at Johnson & Johnson and woven into how we do business every day. Rooted in Our Credo, the values of DEI fuel our pursuit to create a healthier, more equitable world. Our diverse workforce and culture of belonging accelerate innovation to solve the world's most pressing healthcare challenges. We know that the success of our business - and our ability to deliver meaningful solutions - depends on how well we understand and meet the diverse needs of the communities we serve. Which is why we foster a culture of inclusion and belonging where all perspectives, abilities and experiences are valued, and our people can reach their potential. At Johnson & Johnson, we all belong.

POSITION SUMMARY

Responsible for delivering outstanding patient outcomes and expertly resolve complex customer inquiries while rapidly resolving any customer technical support needs for our VELYS Digital Surgery robotic platform and other capital equipment. Perform customer-facing activities such as order creation for spare parts, exchanged equipment, and other determined responsibilities within multiple supported IT systems. Skillfully execute complex orders, billing, service/sales order management activities, as well as the efficient/effective handling and resolution of escalated issues and inquiries. Support initial complaint intake and required functions in multiple business systems when appropriate. Collaborate with cross functional teams to support logistical and technical needs.

KEY RESPONSIBILITIES

• Expertly manages complex customer technical inquires and complaints on the phone and via email.

• Determines level of complexity of calls and escalates as necessary to achieve maximum first-time resolution.

• Provides individualized response to customer concerns or inquiries.

• Provides complex information and technical support for equipment, and product concerns.

• Documents calls in accordance with company guidelines and regulatory requirements.

• Understands and complies with all requirements as defined by management and outlined in current standard operating procedures.

• Follows up on open complaints as required.

• Delivers excellent customer experiences.

• Maintains an elevated level of customer satisfaction relative to telephone support, training, and onsite support.

• Evaluates customer needs and recommends measures to avoid future issues.

• Acts as a customer advocate to represent customer needs internally. Assures that issues identified by customers are appropriately addressed.

• Escalates product performance issues appropriately.

• Completes successfully all required technical training for supported products and processes.

• Maintains advanced technical self-competence, knowledge of company procedures, and customer related skills.

• Assists other Service Operations team members with troubleshooting and complaint handling.

• Consistently provides timely responses to customer inquiries and resolution for customer issues.

• Advises management of changing needs of customer base and recommends process changes to accommodate customer requirements.

• Leverages knowledge of FDA Medical Device regulations to guarantee all processes and procedures are compliance with applicable regulations.

• Ensures personal and Company compliance with all Federal, State, local and Company regulations, policies, and procedures.

• Communicates effectively with upper-level management and collaborate cooperatively with coworkers.

• Performs other duties assigned as required in any different business units.

• Adhere to all internal quality controls, policies, procedures, and process and service quality guidelines.

Qualifications

• Bachelor's degree or equivalent Military Technical Training is required. Technical major is preferred.

• 6-8 years of Biomed or Technical Service experience in related industries such as medical devices or healthcare is required.

• Demonstrated knowledge of technical troubleshooting principles and technical service operations practices and procedures is required.

• Communicates effectively with upper-level management and works collaboratively with cross-functional business partners are required.

• ONE MD, SAP and Call Center Infrastructure knowledge is highly preferred.

• Proficient verbal and written communication skills is required.

• Experience within Johnson & Johnson's Customer Service and/or Product Support functions is beneficial.

• In-depth business knowledge of related franchises such as Global Orthopaedics or Medical Technology is beneficial.

• Strong Microsoft Office (Word, Excel, and Outlook) and Internet Navigation skills is required.

• Working experience in a dynamic, real-time environment, ensuring achievement of competing priorities and deadlines is preferred.

• Demonstrated knowledge of capital equipment service operations is preferred.

• Proficient verbal and written communication skills required.

• Less than 10% travel for domestic, will be required.

• Must be flexible with work schedule and overtime when required to support customer needs and as requested by management.

The anticipated base pay range for this position is $69,000 to $111,550.

The Company maintains highly competitive, performance-based compensation programs. Under current guidelines, this position is eligible for an annual performance bonus in accordance with the terms of the applicable plan. The annual performance bonus is a cash bonus intended to provide an incentive to achieve annual targeted results by rewarding for individual and the corporation's performance over a calendar/performance year. Bonuses are awarded at the Company's discretion on an individual basis.

Employees and/or eligible dependents may be eligible to participate in the following Company sponsored employee benefit programs: medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance.

Employees may be eligible to participate in the Company's consolidated retirement plan (pension) and savings plan (401(k)).

Employees are eligible for the following time off benefits

• Vacation - up to 120 hours per calendar year.

• Sick time - up to 40 hours per calendar year.

• Holiday pay, including Floating Holidays - up to 13 days per calendar year.

• Work, Personal and Family Time - up to 40 hours per calendar year.

For additional general information on Company benefits, please go to: ~~~.

This job posting is anticipated to close on 11/13/24. The Company may however extend this time-period, in which case the posting will remain available on ~~~ to accept additional applications.

For more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit ~~~.

Johnson & Johnson Family of Companies are equal opportunity employers, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by law.

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