Technical Support Engineer II

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

Job Function:

Customer Management

Job Sub Function:

Technical Customer Service

Job Category:

Business Enablement/Support

All Job Posting Locations:

Santa Clara, California, United States of America

Job Description:

We are searching for the best talent for a Technical Support Engineer II (TSE II) located remotely in the United States.

Purpose: The Technical Support Engineer II (TSE II) is responsible for providing remote and onsite technical support of all Robotic & Digital Solutions commercially available products to customers, Field Service Engineers and other regional support teams, focusing specifically on the MONARCH™ platform. As the first level of technical assistance, the TSE II will provide customers and field personnel with technical assistance by phone, email, and chat. Additionally, remote post-sales technology support and technical services to external customers and internal field personnel using remote diagnostic capabilities. This person is passionate about the customer and makes decisions with that as a priority.

Under general direction and in accordance with all applicable federal, state and local laws/regulations and Corporate Johnson & Johnson, procedures and guidelines, this position will: 

• Provide troubleshooting and remote diagnostics of the product line, which includes hardware and software capabilities.
• Perform problem analysis and isolate problems of minimal to moderate complexity, with general instruction and oversight from team leads and/or management.
• Achieve and maintain targeted call statistics such as number of calls answered, number of cases closed or issues resolved, along with other established goals.
• Document cases, recommendations, and resolutions clearly in the CRM system
• Handle technical inquiries from hospital personnel, including physicians and staff, field personnel, including service, sales, and training.
• Escalate field issues to internal support groups as appropriate.
• Develop Knowledge Database articles intended to communicate system issues and notices to the field.
• This role routinely uses standard office equipment such as computers, phones, and photocopiers.
• Other related duties as may be assigned.

Education:

• Associate’s Degree or Technical Certification in Electronics, Mechanical Engineering or related field.

Required Skills & Experience:

• A minimum of 6 years of work experience with a Minimum 2 years’ experience in Technical Support, Field Service, Product Support, or advanced Customer Support.
• Ability to translate and simplify problems of considerable scope and complexity into manageable tasks with measurable requirements.
• Experience working in a regulated environment and with medical devices or laboratory instrumentation.
• Excellent written and verbal communication and presentation skills.
• Effective analytical and problem-solving skills.
• An approachable individual who prides him or herself on providing a high level of service and support.
• Calm under pressure, can excel and thrive in a fast-paced environment.
• Must be highly organized with the ability to manage numerous projects/tasks simultaneously and effectively prioritize projects and tasks.
• Must demonstrate proficiency in Windows O/S and in all Microsoft Office applications.
• Direct experience working in MONARCH™ specific business systems including Salesforce.com service application.
• Occasional evening and weekend work may be required as job duties demand.
• Ability to do occasional overnight travel internationally & outside local area.

Preferred Skills & Experience:

• Experience working in regulated environment in compliance to ISO 13485 and 21 CFR 820.
• Experience working with medical devices.
• SAP and Salesforce experience.
• Working knowledge and understanding of Linux Operating System.
• Programming languages experience.

Other:

• This position can be 100% remote in the United States.

The