Technical Support Engineer

Johnson & Johnson Innovative Medicine•Palm Beach Gardens, FL

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 jnj.com As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit. 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 Job Summary Responsible for ensuring our VELYS Digital Surgery portfolio delivers outstanding patient outcomes and expertly resolve customer inquiries and rapidly resolve any customer technical support needs. This opportunity is best suited to east coast times.

Requirements

Vocational certification, technical certification, or Associated degree required or equivalent Military Technical Training.
2-4 years of Biomed or Technical Service experience in related industries such as medical devices or healthcare required.
Demonstrated knowledge of troubleshooting principles and technical service operations practices and procedures is required.
Proficient verbal and written communication skills required.
Proficiency with Microsoft Office suite required.

Nice To Haves

ONE MD, SAP and Call Center Infrastructure knowledge is highly preferred.
Communicating effectively with upper-level management and working collaboratively with cross-functional business partners are required.

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 coworkers is required.
Act as the primary contact for solution-specific inquiries: educate and train healthcare professionals, patients, and Sales partners; troubleshoot web/mobile portal issues; and conduct demos and trainings.
Coordinate and track solution startups and development: handle customer inquiries and registrations, generate status reports, perform transactions in the case management system, and prioritize account-specific items with R&D.

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