Manager, Technical Customer Service

Johnson & Johnson Innovative Medicine•Santa Clara, CA

1d•Remote

About The Position

Johnson & Johnson is recruiting for an Technical Escalation Manager within the Technical Support team, located Remotely (must reside in east coast of US). About Surgery Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments. Are you passionate about improving and expanding the possibilities of surgery? Ready to join a team that’s reimagining how we heal? Our Surgery team will give you the chance to deliver surgical technologies and solutions to surgeons and healthcare professionals around the world. Your contributions will help effectively treat some of the world’s most prevalent conditions such as obesity, cardiovascular disease and cancer. Patients are waiting. Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech The Escalation Manager is responsible for managing and ensuring the timely resolution of all Technical Support critical issue cases for Robotic & Digital Solutions commercially available medical capital system products. This role coordinates cross-functional resources (e.g. engineering, quality, regulatory, clinical, service operations, etc.) to drive timely analysis, corrective action plans, and customer communication while ensuring compliance with applicable medical device regulations and company quality systems. This person is passionate about the customer and makes decisions with that as a priority. The Escalation Manager acts as a top level expert for the Technical Support team as an individual contributor who is a developing subject matter expert, who works independently with minimal supervision. Consults on projects, programs, and processes that span multiple related areas in support of the organization's overall customer support strategy. Enforces in-depth knowledge of the technical support field to install best of class policies, procedures, and plans for the area.

Requirements

Bachelor's Degree in Electronics Engineering, Mechanical Engineering, Software Engineering, Biomedical Engineering or related field.
A minimum of 6 years of work experience in Technical Support, Field Service, Product Support, or advanced Customer Support of a medical device capital equipment.
Technical troubleshooting skills.
Clear and concise written and verbal communication skills.
Excellent customer support/customer focus.
Projects behaviors that are consistent with the Credo and Standards of Leadership.
Experience working with medical devices.
Meticulous
Flexible / adaptable
Effectively handles work and time to produce desired outcomes (time management)
Prioritizing - complex and contending priorities to achieve required outcomes
Resolves customer issues and appropriate course(s) of action
Decision-making skills
Critical thinking / problem-solving skills
Teammate who is also a strong individual contributor
Teamwork skills leading to positive business outcomes
Accepts responsibility for personal and professional growth
Assesses and improves internal processes by contributing recommendations for continuous improvement
Coordinates with peers and positively addresses conflicts
Effective and supportive communication with customers during complaint resolution or crisis situations
Knowledgeable of Medical Device Regulations, Laboratory Instrumentation Regulations, or similar environment in compliance to ISO 13485 and 21 CFR 820
Up to 10% travel anticipated

Nice To Haves

ERP and CRM application experience
Programming languages experience
In-depth knowledge of products and services provided by the J&J companies

Responsibilities

Demonstrating outstanding customer support and maintaining knowledge of applicable J&J MedTech products and services within Ottava Service Solutions.
Own and manage high-severity and time-sensitive customer technical critical issues from through the critical issue process to final resolution.
Triage incoming critical issues, determine priority and impact, and activate an appropriate cross-functional response team.
Drive structured analysis, action planning, and coordinate corrective maintenance with internal and field based teams.
Ensure critical issue cases are documented in the support and quality systems according to internal procedures and regulatory requirements (e.g., complaint handling, service activity, etc.).
Maintain clear, timely, and empathetic communication with customers, field service, distributors, and internal customers regarding status, risks, and remediation plans.
Track and report critical issue metrics and trends (e.g., time-to-response, time-to-resolution, repeat incidents) and present findings to leadership.
Develop and maintain critical issue playbooks, runbooks, and knowledge base articles to improve response consistency and speed.
Provide coaching and guidance to Tier 1 and Tier 2 support teams on critical issue identification, de-escalation tactics, and technical troubleshooting.
Support post-incident reviews, lessons-learned sessions, and implementation verification for corrective actions.
Participation in audit and compliance review processes as needed
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 technical support engineer is required
Handling complex customer technical inquiries through phone, email, and/or other appropriate communications; providing call center support.
Applying core knowledge skills such as basic electronics, troubleshooting technology and capital equipment, etc. and provide the appropriate course of action.
Ensuring 24/7 support for customers who require immediate access to a technical support professional to resolve product and procedure issues for capital products by participating in weekend and off-hours emergency on-call support
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.
Positively managing assigned projects towards required business outcomes.
Collection and reporting of metrics related to call handling and performance
Responsible for maintaining and updating relevant quality system policies and procedures

Benefits

Subject to the terms of their respective plans, 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.
Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off benefits:
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 period10 days
Volunteer Leave – 32 hours per calendar year
Military Spouse Time-Off – 80 hours per calendar year
For additional general information on Company benefits, please go to: - https://www.careers.jnj.com/employee-benefits