Johnson & Johnson MedTech · 7 hours ago
Technical Service Engineer | Remote (Western Region US)
United States
Full-time
Remote
Entry, Mid Level
$60K/yr - $97K/yr
2+ years expJohnson & Johnson MedTech is a leader in healthcare innovation and is seeking a Technical Service Engineer to support their Orthopaedic business. The role involves managing customer technical inquiries and ensuring outstanding patient outcomes through expert technical support.
Hospital & Health Care
Responsibilities
Manages customer technical inquiries and complaints on the phone and via email
Determines the level of complexity of calls and escalates as necessary to achieve maximum first-time resolution
Provides individualized response to customer concerns or inquiries
Provides information and technical support for equipment and product concerns
Documents call in accordance with company guidelines and regulatory requirements
Understands and comply with all requirements as defined by management and outlined in current standard operating procedures
Follows up on open complaints as required
Delivers excellent customer experiences
Maintains an elevated level of customer satisfaction relative to telephone support and training
Evaluates customer needs and recommends measures to avoid future issues
Acts as a customer advocate to represent customer needs internally. Assures that issues identified by customers are appropriately addressed
Escalates product performance issues appropriately
Complete successfully all required technical training for supported products and processes
Maintains technical self-competence, knowledge of company procedures, and customer related skills
Consistently provides timely responses to customer inquiries and resolutions for customer issues
Leverages knowledge of FDA Medical Device regulations to guarantee all processes and procedures are compliance with applicable regulations
Ensures personnel and company compliance with all Federal, State, local and Company regulations, policies, and procedures
Communicating effectively with upper-level management and collaborating cooperatively with co-workers is required
Performs other duties assigned as needed
Qualification
Required
Minimum of a vocational certification, technical certification, or associated degree is required or equivalent Military Technical Training
Minimum of 2-4 years Biomed or Technical Service experience in related industries such as medical devices or healthcare is required
Demonstrated knowledge of troubleshooting principles and technical service operations practices and procedures is required
Communicating effectively with upper-level management and working collaboratively with cross-functional business partners are required
Proficient verbal and written communication skills is required
Proficiency with Microsoft Office suite is required
Works with other departments such as Sales, Sales Operations, Distribution Center, Shipping, Service Depot, Supply Chain, Customer Support Services, Quality, Engineering, R&D, and directly with external customers
May require up to 10% business domestic travel
This position is remote based within the US with the ability to work West Coast time zones (PT and MT)
Preferred
ONE MD, SAP and Call Center Infrastructure knowledge is highly preferred
Benefits
Medical
Dental
Vision
Life insurance
Short- and long-term disability
Business accident insurance
Group legal insurance
Consolidated retirement plan (pension)
Savings plan (401(k))
Vacation – up to 120 hours per calendar year.
Sick time - up to 40 hours per calendar year.
Holiday pay, including Floating Holidays – up to 13 days per calendar year.
Work, Personal and Family Time - up to 40 hours per calendar year.
Company
Johnson & Johnson MedTech
At Johnson & Johnson MedTech, we are working to solve the world’s most pressing healthcare challenges through innovations at the intersection of biology and technology.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Mike Walker
CFO & VP of Finance DePuy Synthes
Tino Schweighoefer, MBA
CFO Monarch Platform
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