Technical Service Engineer | Remote (Western Region US)

Johnson & Johnson•Palm Beach Gardens, FL

8d•$60,000 - $96,600•Remote

About The Position

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 About Orthopaedics 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 Orthopaedics? Ready to join a team that's reimagining how we heal? Our Orthopaedics teams help keep more than 6 million people moving each year while delivering clinical and economic value to surgeons and healthcare systems. Our teams build solutions for joint reconstruction; trauma and craniomaxillofacial; sports, extremities, and elective foot and ankle; spine; and robotics and digital surgery. Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech We are searching for the best talent for a Technical Service Engineer to support our Orthopaedic business. This position is remote based within the US with the ability to work West Coast time zones (PT and MT). The ideal candidate will reside in the Western Region US. Johnson & Johnson announced plans to separate our Orthopaedics business to establish a standalone orthopaedics company, operating as DePuy Synthes. The process of the planned separation is anticipated to be completed within 18 to 24 months, subject to legal requirements, including consultation with works councils and other employee representative bodies, as may be required, regulatory approvals and other customary conditions and approvals. Should you accept this position, it is anticipated that, following conclusion of the transaction, you would be an employee of DePuy Synthes and your employment would be governed by DePuy Synthes employment processes, programs, policies, and benefit plans. In that case, details of any planned changes would be provided to you by DePuy Synthes at an appropriate time and subject to any necessary consultation processes. Purpose: The Technical Service Engineer is responsible for ensuring our VELYS Digital Surgery portfolio delivers outstanding patient outcomes and expertly resolve complex customer inquiries and rapidly resolve any customer technical support needs.

Requirements

Minimum of a vocational certification, technical certification, or associated degree is required or equivalent Military Technical Training.
Minimum of 2-4 years Biomed or Technical Service experience in related industries such as medical devices or healthcare is required.
Demonstrated knowledge of troubleshooting principles and technical service operations practices and procedures is required.
Communicating effectively with upper-level management and working collaboratively with cross-functional business partners are required.
Proficient verbal and written communication skills is required.
Proficiency with Microsoft Office suite is required.

Nice To Haves

ONE MD, SAP and Call Center Infrastructure knowledge is highly preferred.
Works with other departments such as Sales, Sales Operations, Distribution Center, Shipping, Service Depot, Supply Chain, Customer Support Services, Quality, Engineering, R D, and directly with external customers.
May require up to 10% business domestic travel.
This position is remote based within the US with the ability to work West Coast time zones (PT and MT).

Responsibilities

Manages customer technical inquiries and complaints on the phone and via email.
Determines the level of complexity of calls and escalates as necessary to achieve maximum first-time resolution.
Provides individualized response to customer concerns or inquiries.
Provides information and technical support for equipment and product concerns.
Documents call in accordance with company guidelines and regulatory requirements.
Understands and comply 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 and training.
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.
Complete successfully all required technical training for supported products and processes.
Maintains technical self-competence, knowledge of company procedures, and customer related skills.
Consistently provides timely responses to customer inquiries and resolutions for customer issues.
Leverages knowledge of FDA Medical Device regulations to guarantee all processes and procedures are compliance with applicable regulations.
Ensures personnel and company compliance with all Federal, State, local and Company regulations, policies, and procedures.
Communicating effectively with upper-level management and collaborating cooperatively with co-workers is required.
Performs other duties assigned as needed.

Benefits

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.

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