Senior Technical Support Engineer | Remote US

$69,000 - $111,550/Yr

Johnson & Johnson - Boston, MA

Full-time - Mid Level

Remote - Boston, MA

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 and providing technical support for the VELYS Digital Surgery robotic platform and other capital equipment. This remote position requires collaboration with cross-functional teams to manage customer orders, handle escalated issues, and ensure compliance with regulatory requirements while maintaining high levels of customer satisfaction.

Responsibilities

• Expertly manages complex customer technical inquiries and complaints on the phone and via email.
• Determines level of complexity of calls and escalates as necessary to achieve maximum first-time resolution.
• Provides individualized response to customer concerns or inquiries.
• Provides complex information and technical support for equipment and product concerns.
• Documents calls in accordance with company guidelines and regulatory requirements.
• Understands and complies 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, training, and onsite support.
• 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.
• Completes successfully all required technical training for supported products and processes.
• Maintains advanced technical self-competence, knowledge of company procedures, and customer related skills.
• Assists other Service Operations team members with troubleshooting and complaint handling.
• Consistently provides timely responses to customer inquiries and resolution for customer issues.
• Advises management of changing needs of customer base and recommends process changes to accommodate customer requirements.
• Leverages knowledge of FDA Medical Device regulations to guarantee all processes and procedures are compliance with applicable regulations.
• Ensures personal and Company compliance with all Federal, State, local and Company regulations, policies, and procedures.
• Communicates effectively with upper-level management and collaborates cooperatively with coworkers.
• Performs other duties assigned as required in any different business units.
• Adhere to all internal quality controls, policies, procedures, and process and service quality guidelines.

Requirements

• Bachelors degree or equivalent Military Technical Training is required; Technical major is 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 are required.
• ONE MD, SAP and Call Center Infrastructure knowledge 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.
• Working 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 is beneficial.
• In-depth business knowledge of related franchises such as Global Orthopaedics or Medical Technology is beneficial.
• 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, 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.
• Holiday pay, including Floating Holidays up to 13 days per calendar year.
• Work, Personal and Family Time - up to 40 hours per calendar year.