Senior Supervisor, Technical Customer Service (DePuy Synthes) | Remote Eastern Region US

Johnson & Johnson Innovative Medicine • Palm Beach Gardens, FL

5d • Remote

About The Position

This position leads multiple Service Solutions teams supporting Digital Surgery software and hardware platforms such as VELYS Robot Assisted Solution (VRAS), VELYS Spine (VARA), Teligen, Ortoma, and other assigned Digital Surgery offerings. The role also leads the Technical Service Engineering & Logistic Coordinator team members who support US and limited OUS businesses with service requests for various Capital Equipment service and support. The purpose is to deliver outstanding customer experiences through effective management of the product support function for emerging technologies, engaging patients and assisting healthcare professionals with VELYS Capital and other assigned products. The role involves planning, organizing, and directing a diverse team to process customer requests, provide timely responses to inquiries, and resolve issues related to the use of VELYS VRAS, VELYS Spine, and Teligen system operations and service management. Collaboration with the Logistic Team is crucial to ensure availability of repaired/refurbished and new spare parts to meet customer demand. The position is remote based, supporting the Eastern Region US, with the ability to work EST or CST time zones. It is noted that Johnson & Johnson plans to separate its Orthopaedics business to establish a standalone company, DePuy Synthes, and employment would transition to DePuy Synthes upon completion of the transaction.

Requirements

• Minimum of a bachelor’s degree is required.
• Minimum of 4 years experience in Customer Relations, Technical Support, Field Service (or other related experience) in industries such as medical devices, healthcare, or other customer centric industries is required.
• Experience managing a technical and/or field service team is required.
• Experience with troubleshooting and servicing complex medical devices and/or high-tech equipment is required.
• In-depth business knowledge of related franchises such as Global Orthopaedics or Medical Technology is required.
• In-depth technical knowledge of remote troubleshooting methodology is required.
• Strong written and verbal communications skills and work cooperatively with coworkers are required.
• Communicating effectively with upper-level management and working collaboratively with cross-functional business partners is required.
• Proficiency with Microsoft Office Excel, Word, Outlook, TEAMS, and PowerPoint is required.

Nice To Haves

• Analytical and active listening skills that will lead to correct pathways to solve problems and offer solutions is preferred.
• Experience with Customer Relationship Management (CRM) software and tools is preferred.
• Demonstrated knowledge of customer experience principles and call center operations/practices and procedures is preferred.
• Demonstrated knowledge of capital equipment service operations is preferred.
• Call Center Infrastructure and patient applications knowledge is highly preferred.
• Working knowledge of financial controls or SOX experience is preferred.
• Working experience in a dynamic, real-time environment, ensuring achievement of competing priorities and deadlines is preferred.
• ONE MD Service and Repair, Enterprise Complaint Management, SAP, or Call Center Infrastructure knowledge is highly preferred.

Responsibilities

• Supervise the day-to-day activities of Capital Technical Support teams consisting of approximately 10 team members.
• Coach, counsel and train / develop team members.
• Act as Level 2 Technical Support resource for VELYS VRAS, VELYS Spine, Teligen, and other assigned capital system issues fielded by the Capital Technical Support team.
• Closely collaborate with Service Process Engineering, Field Service, Clinical Education, Sales, and other internal teams on technical issues experienced by customers.
• Deliver outstanding customer experiences through the effective management of the product support function that acts as the first point of contact on solution-specific inquiries by utilizing product documents.
• Plan, organize, and direct a diverse, remote team to provide timely responses to customer inquiries and resolving customer issues.
• Scheduling of sufficient resources on a daily basis is critical to ensure proper customer experiences as related to phone system coverage.
• Advise management of the changing needs of the customer base and recommend process changes to accommodate customer requirements.
• Implement process improvements to increase efficiency, reduce costs, and maintain budget controls.
• Prepare budget recommendation for the Capital Service Operations Leadership team.
• Apply knowledge of FDA Medical Device regulations to guarantee all processes and procedures are compliant with applicable regulations.
• Quickly resolve complex customer concerns / complaints and handle escalations.
• Ensure personal and employee compliance with all Federal, State, local and Company regulations, policies, and procedures.
• Communicating effectively with upper-level management and working cooperatively with coworkers is required.
• Demonstrate strong commitment to building a diverse team!
• Be a key member of a flexible team committed to delivering excellent customer experience!
• Contribute to and promote harmony, growth, and teamwork within the organization.
• Meet or exceed individual performance metrics established by management in support of exceptional customer experience.
• Adhere to all internal quality controls, policies, procedures, and process and service quality guidelines.
• Responsible for communicating business related issues or opportunities to next management level.
• For those who supervise or manage a staff, responsible for ensuring that subordinates follow all Company guidelines related to Health, Safety and Environmental practices and that all resources needed to do so are available and in good condition, as applicable.
• Responsible for ensuring personal and Company compliance with all Federal, State, local and Company regulations, policies, and procedures.
• Performs other duties assigned as needed.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior