Senior Technical Support Engineer | Remote US

$69,000 - $111,550/Yr

Johnson & Johnson - Boise, ID

Full-time - Mid Level

Remote - Boise, ID

Chemical Manufacturing

About the position

The Senior Technical Support Engineer at Johnson & Johnson is responsible for delivering exceptional patient outcomes by resolving complex customer inquiries related to the VELYS Digital Surgery robotic platform and other capital equipment. This remote position requires effective communication and collaboration with cross-functional teams to ensure customer satisfaction and compliance with regulatory standards.

Responsibilities

• Manage complex customer technical inquiries and complaints via phone and email.
• Determine the complexity of calls and escalate as necessary for maximum first-time resolution.
• Provide individualized responses to customer concerns or inquiries.
• Offer complex information and technical support for equipment and product concerns.
• Document calls in accordance with company guidelines and regulatory requirements.
• Follow up on open complaints as required.
• Deliver excellent customer experiences and maintain high customer satisfaction levels.
• Evaluate customer needs and recommend measures to avoid future issues.
• Act as a customer advocate to represent customer needs internally.
• Escalate product performance issues appropriately.
• Complete all required technical training for supported products and processes.
• Maintain advanced technical self-competence and knowledge of company procedures.
• Assist other Service Operations team members with troubleshooting and complaint handling.
• Provide timely responses to customer inquiries and resolutions for customer issues.
• Advise management of changing customer needs and recommend process changes.
• Leverage knowledge of FDA Medical Device regulations to ensure compliance with applicable regulations.
• Communicate effectively with upper-level management and collaborate with coworkers.
• Perform other duties as assigned.

Requirements

• Bachelor's degree or equivalent Military Technical Training is required; technical major preferred.
• 6-8 years of Biomed or Technical Service experience in related industries such as medical devices or healthcare is required.
• Demonstrated knowledge of technical troubleshooting principles and technical service operations practices and procedures is required.
• Effective communication with upper-level management and collaboration with cross-functional business partners is required.
• Knowledge of ONE MD, SAP, and Call Center Infrastructure is highly preferred.
• Proficient verbal and written communication skills are required.
• Experience within Johnson & Johnson's Customer Service and/or Product Support functions is beneficial.
• In-depth business knowledge of related franchises such as Global Orthopaedics or Medical Technology is beneficial.
• Strong Microsoft Office (Word, Excel, and Outlook) and Internet Navigation skills are required.
• Experience in a dynamic, real-time environment, ensuring achievement of competing priorities and deadlines is preferred.
• Demonstrated knowledge of capital equipment service operations is preferred.

Nice-to-haves

• Experience within Johnson & Johnson's Customer Service and/or Product Support functions.
• In-depth business knowledge of related franchises such as Global Orthopaedics or Medical Technology.
• Working experience in a dynamic, real-time environment.

Benefits

• Medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance.
• 401(k) retirement plan and savings plan participation.
• 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.