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 https://www.jnj.com

Job Function:

Customer Management

Job Sub Function:

Technical Customer Service

Job Category:

Professional

All Job Posting Locations:

Albuquerque, New Mexico, United States of America, US328 CA Santa Clara - 5490 Great America Pkwy

Job Description:

J&J MedTech is recruiting for a Senior Technical Support Engineer, located in the Western Timezone(i.e. CA, OR, WA, NW ID).

The Technical Support Engineer II (TSE II) is responsible for providing remote and onsite technical support of all Robotic & Digital Solutions commercially available products to customers, Field Service Engineers and other regional support teams. As the first level of technical assistance, the TSE will provide customers and field personnel with technical assistance by phone, email, and chat. Additionally, remote post-sales technology support and technical services to external customers and internal field personnel using remote diagnostic capabilities. This person is passionate about the customer and makes decisions with that as a priority.

Key Responsibilities:

• Demonstrating outstanding customer support and maintaining knowledge of applicable J&J MedTech products and services within Ottava Service Solutions.
• Ensuring 24/7 support for customers who require immediate access to a healthcare professional to resolve product and procedure issues for capital products by participating in weekend and off-hours emergency on-call support
• Applying core knowledge skills such as basic electronics, troubleshooting technology and capital equipment, etc. and provide the appropriate course of action
• Acting as a product specialist for a minimum of one product line and may participate in business partner and customer training activities where the technical expertise of a healthcare professional is required
• Handling complex customer technical inquiries through phone, email, and/or other appropriate communications; providing call center support
• Managing processes and resources specific to assigned product line or process areas
• Ability to apply troubleshooting concepts to new situations
• Focusing on the coordination, facilitation, and dissemination of information regarding assigned J&J product lines and related field activity as new products are supported within Ottava Service Solutions.

Qualifications

• Associate’s Degree or Technical Certification in Electronics, Mechanical Engineering or related field is required
• A minimum of 6 years of work experience with medical devices is required.
• A Minimum 2 years’ experience in Technical Support is required.
• Remote technical troubleshooting experience with capital equipment is required.
• Previous experience working within a surgical environment is very beneficial.
• Clear and concise written and verbal communication skills ar essential.
• Excellent customer support/customer focus is needed.
• A detail-oriented, flexible / adaptable approach is an asset.
• A proven ability to effectively prioritize- complex and contending priorities on time to produce desired outcomes is required.
• Resolves customer issues and appropriate course(s) of action is required.
• Critical thinking / problem-solving skills and strong decision-making skills are crucial.
• The proven ability to be a strong teammate who is also a strong individual contributor who can drive positive business outcomes is extremely beneficial.
• The ability and willingness to accept responsibility for personal and professional growth is important.
• The ability to assesses and improves internal processes by contributing recommendations for continuous improvement is an asset.
• Ability to coordinate with peers and positively addresses conflicts is necessary.
• Proven ability to us effective and supportive communication with customers during complaint resolution or crisis situations is required.
• Knowledgeable of Medical Device Regulations, Laboratory Instrumentation Regulations, or similar environment in compliance to ISO 13485 and 21 CFR is preferred.
• ERP and CRM application experience is preferred.
• Working knowledge and understanding of Linux Operating System is required.
• Programming languages experience is preferred.
• In-depth knowledge of products and services provided by the J&J companies is beneficial.

The anticipated base pay range for this position is 73,000 - 117,300

Fueled by innovation at the intersection of health and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments. Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech.

At Johnson & Johnson, we’re on a mission to change the trajectory of health for humanity. That starts by creating the world’s healthiest workforce. Through innovative programs and policies, we empower the physical, mental, emotional and financial health of our employees and the ones they love! At Johnson & Johnson, we offer a variety of outstanding health and financial benefits, including competitive compensation, 401k, pension, medical, dental, and vision insurance, exercise reimbursement, flexible time off, paid volunteer and parental leave, and more! For more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit www.careers.jnj.com.

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 and 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 email the Employee Health Support Center (ra-employeehealthsup@its.jnj.com) or contact AskGS to be directed to your accommodation resource.

The anticipated base pay range for this position is :

73,000 - 117,300

Additional Description for Pay Transparency:

The anticipated base pay range for this position is 73,000 - 117,300

Push the boundaries of science to transform health—and your career.

Join us and advance life-changing treatments for people who need them most. At Johnson & Johnson, our focus is on improving global health equity and developing MedTech and pharmaceutical innovations that impact the future of health. Using AI and robotics to transform surgery or helping data scientists and clinicians formulate new ways to diagnose and treat disease, this work may sound like sci-fi, but it’s all science, all real, and could be your career. Whatever your background, skills, or career goals, there’s a place for you to help solve some of the world’s most pressing health challenges with us.

Accelerate your career while changing the world.

Each of our broadly-based family of companies offers an inclusive and empowering culture and employee benefits (like paid time off to volunteer, transgender-inclusive and same-sex partner health insurance coverage, and more) designed to help you live your best life, however you define it. And our best-in-class learning and development approaches, mentorship, and access to innovators across the world will help you grow your skills and reach your career goals. Because when you're at your best, nothing stands between you and your next breakthrough.