Senior Technical Support Engineer | Remote US

$69,000 - $111,550/Yr

Johnson & Johnson - Atlanta, GA

Full-time - Mid Level

Remote - Atlanta, GA

Chemical Manufacturing

About the position

The Senior Technical Support Engineer at Johnson & Johnson is responsible for delivering exceptional patient outcomes by expertly resolving complex customer inquiries related to the VELYS Digital Surgery robotic platform and other capital equipment. This remote position requires collaboration with cross-functional teams to support logistical and technical needs, ensuring high levels of customer satisfaction and compliance with regulatory requirements.

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.
• Document calls in accordance with company guidelines and regulatory requirements.
• Follow up on open complaints as required and deliver excellent customer experiences.
• 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.
• Assist other Service Operations team members with troubleshooting and complaint handling.
• Advise management of changing customer needs and recommend process changes.
• Leverage knowledge of FDA Medical Device regulations to ensure compliance with applicable regulations.

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.
• Proficient verbal and written communication skills are required.
• Strong Microsoft Office (Word, Excel, and Outlook) and Internet Navigation skills are required.

Nice-to-haves

• ONE MD, SAP and Call Center Infrastructure knowledge is highly preferred.
• 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.
• Working experience in a dynamic, real-time environment is preferred.
• Demonstrated knowledge of capital equipment service operations is preferred.

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.