Senior Supervisor, Technical Customer Service | Remote Eastern Region US

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:

People Leader

All Job Posting Locations:

Alabama (Any City), Alabama (Any City), Arkansas (Any City), Connecticut (Any City), Delaware (Any City), Florida (Any City), Georgia (Any City), Indiana (Any City), Iowa (Any City), Kentucky (Any City), Louisiana (Any City), Maine (Any City), Maryland (Any City), Massachusetts (Any City), Michigan (Any City), Mississippi (Any City), Montana (Any City), New Hampshire (Any City), New Jersey (Any City), New York (Any City), North Carolina (Any City), Ohio (Any City), Palm Beach Gardens, Florida, United States of America, Pennsylvania (Any City), Rhode Island (Any City) {+ 5 more}

Job Description:

***This is a field-based remote role available in all cities within the Eastern Region US. We invite candidates from any location across the Eastern Region US to apply.***

Johnson & Johnson is recruiting for a Senior Supervisor, Technical Customer Service to support our Orthopaedics business.  This position is remote based within the Eastern Region US with the ability to work EST or CST time zones.

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

Purpose

Lead 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.  Lead the Technical Service Engineering & Logistic Coordinator team members that support the US and limited OUS businesses with service requests for various Capital Equipment service and support requests.  Deliver a powerful combination of laser sharp customer centricity and business savvy. Responsible for delivering outstanding customer experiences through the effective management of the product support function for emerging technologies engaging patients as well as assisting healthcare professionals with VELYS Capital and other assigned products. Plan, organize, and direct a diverse team to process customer requests, and to provide timely responses to customer inquiries and resolving customer issues related to use of VELYS VRAS as well as VELYS Spine and Teligen system operations and service management.  Work closely with the Logistic Team to ensure repaired/refurbished and new spare parts are available to support customer demand.

Key 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. The team uses vital information and applications to assist healthcare professionals and patients.
• Plan, organize, and direc