Senior Technical Support Engineer | Cincinnati, OH or Remote (Eastern Region US)

$68,994 - $110,406/Yr

Johnson & Johnson - Bismarck, ND

Full-time - Mid Level

Hybrid - Bismarck, ND

Chemical Manufacturing

About the position

Johnson & Johnson is recruiting for a Senior Technical Support Engineer within our Technical Support team. This position is located in Cincinnati, OH as strongly preferred, but we will consider remote opportunities within the Eastern Region US for the ideal candidate. The Senior Technical Support Engineer (Senior TSE) is responsible for providing remote and onsite 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 Senior 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 customer and makes decisions with that as a priority. The role requires demonstrating outstanding customer support and maintaining knowledge of applicable J&J MedTech products and services within Ottava Service Solutions. The Senior TSE will ensure 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 weekend and off-hours emergency on-call support. The position also involves applying core knowledge skills such as basic electronics, troubleshooting technology and capital equipment, and providing the appropriate course of action. The Senior TSE will act 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 is a key responsibility, along with managing processes and resources specific to assigned product line or process areas. The Senior TSE must focus 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 and positively managing assigned projects towards required business outcomes are also essential aspects of this role. The Senior TSE will be responsible for the collection and reporting of metrics related to call handling and performance, as well as maintaining and updating relevant quality system policies and procedures.

Responsibilities

• Providing remote and onsite technical support for Robotic & Digital Solutions products.
• Demonstrating outstanding customer support and maintaining knowledge of applicable J&J MedTech products.
• Ensuring 24/7 support for customers requiring immediate access to healthcare professionals.
• Applying core knowledge skills such as basic electronics and troubleshooting technology.
• Acting as a product specialist for a minimum of one product line.
• Handling complex customer technical inquiries through various communication channels.
• Managing processes and resources specific to assigned product line or process areas.
• Focusing on coordination and dissemination of information regarding assigned product lines.
• Mentoring less experienced Technical Support personnel.
• Collecting and reporting metrics related to call handling and performance.

Requirements

• Associate's Degree or Technical Certification in Electronics, Mechanical Engineering, Software Engineering or related field is required.
• A minimum of 4 years work experience with a minimum of 2 years in Technical Support, Field Service, Product Support, or advanced Customer Support.
• Technical troubleshooting skills.
• Clear and concise written and verbal communication skills.
• Excellent customer support/customer focus.
• Detail-oriented and flexible/adaptable.
• Effective time management skills.
• Strong decision-making and critical thinking/problem-solving skills.
• Ability to work as a teammate and as a strong individual contributor.
• Knowledge of Medical Device Regulations, Laboratory Instrumentation Regulations, or similar compliance environments.

Nice-to-haves

• ERP and CRM application experience.
• Working knowledge and understanding of Linux Operating System.
• Programming languages experience.
• In-depth knowledge of products and services provided by the J&J companies.

Benefits

• Medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance.
• Consolidated retirement plan (pension) and savings plan (401(k)).
• Vacation - up to 120 hours per calendar year.
• Sick time - up to 40 hours per calendar year; for employees in Washington - up to 56 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.