Technical Service Engineer | Remote (eastern Region US) - Remote Eligible

Technical Service Engineer

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.

We are searching for the best talent for a Technical Service Engineer to support our Orthopaedic business. This position is remote based within the US with the ability to work East Coast time zones. The ideal candidate will reside on the Eastern Region US.

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

The Technical Service Engineer is responsible for ensuring our VELYS Digital Surgery portfolio delivers outstanding patient outcomes and expertly resolve complex customer inquiries and rapidly resolve any customer technical support needs.

Key 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.

Qualifications

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. ONE MD, SAP and Call Center Infrastructure knowledge is highly preferred. 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.

The anticipated base pay range for this position is $60,000 to $96,600. The Company maintains highly competitive, performance-based compensation programs. Under current guidelines, this position is eligible for an annual performance bonus in accordance with the terms of the applicable plan. The annual performance bonus is a cash bonus intended to provide an incentive to achieve annual targeted results by rewarding for individual and the corporation's performance over a calendar/performance year. Bonuses are awarded at the Company's discretion on an individual basis. Employees and/or eligible dependents may be eligible to participate in the following Company sponsored employee benefit programs: medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance. Employees may be eligible to participate in the Company's consolidated retirement plan (pension) and savings plan (401(k)). Employees are eligible for the following time off benefits: 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.

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act. Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants' needs. If you are an individual with a disability and would like to request an accommodation, please contact us via contact us or contact AskGS to be directed to your accommodation resource.