Senior Supervisor, Technical Customer Service (DePuy Synthes) | 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 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.

Job Function:

Customer Management

Job Sub Function:

Technical Customer Service

Job Category:

People Leader

All Job Posting Locations:

Palm Beach Gardens, Florida, United States of America, Remote (US)

Job Description:

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 Senior Supervisor, Technical Customer Service to join our J&J Orthopaedics team (DePuy Synthes).  This position is remote based supporting the Eastern Region US with the ability to work EST or CST time zones.

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:

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.

You will be responsible for:

• 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 Cap