Clinical Service Specialist

Johnson & Johnson Innovative Medicine•Irvine, CA

8d•Onsite

About The Position

The Clinical Service Specialist provides support on the use of Johnson and Johnson Medical Device products, including, but not limited to, Biosense Webster Inc. The specialist is responsible for interacting with customers over the phone and occasionally in person and handling customer technical inquiries and complaints within the electrophysiology environment by utilizing Biosense Webster CAS training (BWI).

Requirements

Bachelor’s Degree in a STEM-related field or four years of relevant professional work/military experience.
Minimum of 4+ years of clinical or technical work experience in a patient care or hospital environment.
Experience working with highly complex technical systems.
Electrophysiology/Catheter Lab or EP/Cardiovascular Device Industry experience is strongly preferred.
Maintain advanced clinical knowledge of cardiac ablation and cardio imaging, technical knowledge of EP technology, advancements, and the business landscape.
Effective communicator at all levels (internal & external)
Problem solver who can think critically in high-pressure environments.
Able to take large amounts of data and translate information into actionable insights.
Customer Centric approach.

Nice To Haves

CEPS (IBHRE), RCES/RCIS certification preferred.
West Coast or PST zone preferred.
Biosense Webster CAS training (BWI)

Responsibilities

Provide expert clinical products and technical assistance to internal and external customers with the use of BWI, Accelerant, and other Johnson and Johnson medical device systems (e.g., the CARTO® system and associated software modules/RF generator/catheters.
Accurately input product complaints are reported via phone or other channels of communication.
Act as a technical educational consultant to Call Center Customer Support Representatives (CSRs
Provides guidance to customers, including Field Service Engineers (FSEs), Clinical Account Specialists (CAS), Territory Managers (TMs), doctors, nurses, and hospital biomedical engineers, and assists when customer satisfaction issues arise.
Troubleshoot/diagnose and resolve technical difficulties to avoid delays in customers’ patient case procedures.
Support the release of Johnson and Johnson's new products introduced to the market.
Will be required to maintain advanced clinical knowledge of cardiac ablation, imaging, and EP.
Mentor and coach Call Center Customer Service Representative (CSRs).
Manage customer expectations regularly before and after interactions to ensure customer satisfaction.
Completes documentation and administrative tasks per policy and procedures promptly.
Log in to the Call Center phone support system and be available for calls during scheduled hours.
Perform field rides along with local field service and commercial teams.
Complete required travel (<10%) within Travel & Entertainment guidelines.
Position requires sitting for extended periods.
Performs other duties assigned as needed.

Benefits

Employees are eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).
This position is eligible to participate in the Company’s long-term incentive program.
Vacation –120 hours per calendar year
Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado –48 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year
Holiday pay, including Floating Holidays –13 days per calendar year
Work, Personal and Family Time - up to 40 hours per calendar year
Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child
Bereavement Leave – 240 hours for an immediate family member: 40 hours for an extended family member per calendar year
Caregiver Leave – 80 hours in a 52-week rolling period
10 days Volunteer Leave – 32 hours per calendar year
Military Spouse Time-Off – 80 hours per calendar year