Clinical Service Specialist, Johnson & Johnson MedTech

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:

Irvine, California, United States of America

Job Description:

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

Johnson & Johnson is hiring for a Clinical Service Specialist to join our team. The position is FULLY REMOTE and can sit anywhere in the US.

JOB SUMMARY:

The Clinical Service Specialist provides support on the use of Johnson and Johnson Medical Device products, including, but not limited to, Biosense Webster Inc. The specialist is responsible for interacting with customers over the phone and occasionally in person and handling customer technical inquiries and complaints.

DUTIES & RESPONSIBILITIES*

Under limited and following all applicable federal, state, and local laws/regulations and Corporate Johnson & Johnson procedures and guidelines, this position:

• Provide expert clinical products and technical assistance to internal and external customers with the use of BWI, Acclarent, and other Johnson and Johnson medical device systems (e.g., the CARTO® system and associated software modules/RF generator/catheters.
• Accurately input product complaints are reported via phone or other channels of communication.
• Act as a technical educational consultant to Call Center Customer Support Representatives (CSRs)
• Provides guidance to customers, including Field Service Engineers (FSEs), Clinical
• Account Specialists (CAS), Territory Managers (TMs), doctors, nurses, and hospital biomedical engineers, and assists when customer satisfaction issues arise.
• Troubleshoot/diagnose and resolve technical difficulties to avoid delays in customers’ patient case procedures.
• Support the release of Johnson and Johnson's new products introduced to the market.
• Will be required to maintain advanced clinical knowledge of cardiac ablation, imaging, and EP.
• Mentor and coach Call Center Customer Service Representative (CSRs).
• Manage customer expectations regularly before and after interactions to ensure customer satisfaction.
• Completes documentation and administrative tasks per policy and procedures promptly.
• Log in to the Call Center phone support system and be available for calls during scheduled hours.
• Perform field rides along with local field service and commercial teams.
• Complete required travel (<10%) within Travel & Entertainment guidelines.
• Position requires sitting for extended periods.
• Performs other duties assigned as needed.

An internal pre-identified candidate for consideration has been identified. However, all applications will be considered.

EXPERIENCE AND EDUCATION:

• Bachelor’s Degree in a STEM-related field or four years of relevant professional work/military experience.
• Minimum of 4 years of clinical or technical work experience in a patient care or hospital environment.
• Experience working with highly complex technical systems
• Electrophysiology/Catheter Lab or EP/Cardiovascular Device Industry experience is strongly pref