Senior Technical Support Engineer

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:

Business Enablement/Support

All Job Posting Locations:

Santa Clara, California, United States of America

Job Description:

J&J MedTech is recruiting for a Senior Technical Support Engineer, located in the Pacific Time zone.

About Surgery

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 surgery? Ready to join a team that’s reimagining how we heal? Our Surgery team will give you the chance to deliver surgical technologies and solutions to surgeons and healthcare professionals around the world. Your contributions will help effectively treat some of the world’s most prevalent conditions such as obesity, cardiovascular disease and cancer. Patients are waiting.

Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

The Senior Technical Support Engineer (Sr. TSE) is responsible for providing remote and onsite (hospital) technical support of all Robotic & Digital Solutions commercially available products to customers, Field Service Engineers and other regional support teams. As the first level of technical assistance, the TSE 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 customers and makes decisions with that as a priority.

Key Responsibilities:

• Demonstrating outstanding customer support and maintaining knowledge of applicable J&J MedTech products and services within Ottava Service Solutions.

• Ensuring 24/7 support for customers who require immediate access to a healthcare professional to resolve product and procedure issues for capital products by participating in (rotational) weekend and off-hours emergency on-call support.

• Applying core knowledge skills such as basic electronics, troubleshooting technology and capital equipment, etc. and provide the appropriate course of action.

• Acting as a product specialist for a minimum of one product line and may participate in business partner and customer training activities where the technical expertise of a healthcare professional is required.

• Handling complex customer technical inquiries through phone, email, and/or other appropriate communications; providing call center support.

• Managing processes and resources specific to assigned product line or process areas.

• Ability to apply troubleshooting concepts to new situations

• Focusing on the coordination, facilitation, and dissemination of information regarding assigned J&J product lines and related field activity as new products are supported within Ottava Service Solutions.

• Mentoring less experienced Technical Support personnel.

• Positively managing assigned projects towards required business outcomes

• Collection and reporting of metrics related to call handling and performance

• Responsible for maintaining and updating relevant quality system policies and procedures

Qualifications

Education:

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