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. Will consider remote opportunities within the Eastern Region US for the ideal candidate.
About Johnson & Johnson
At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at https://www.jnj.com/.
For more than 130 years, diversity, equity & inclusion (DEI) has been a part of our cultural fabric at Johnson & Johnson and woven into how we do business every day. Rooted in Our Credo, the values of DEI fuel our pursuit to create a healthier, more equitable world. Our diverse workforce and culture of belonging accelerate innovation to solve the world’s most pressing healthcare challenges. We know that the success of our business – and our ability to deliver meaningful solutions – depends on how well we understand and meet the diverse needs of the communities we serve. Which is why we foster a culture of inclusion and belonging where all perspectives, abilities and experiences are valued and our people can reach their potential. At Johnson & Johnson, we all belong.
Position Summary
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.

Key Responsibilities:

• Demonstrating outstanding customer support and maintaining knowledge of applicable J&J MedTech products and services within Ottava Service Solutions.
• Ensuring 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.
• Applying core knowledge skills such as basic electronics, troubleshooting technology and capital equipment, etc. and provide the appropriate course of action.
• Acting 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; providing call center support.
• Managing processes and resources specific to assigned product line or process areas.
• Ability to apply troubleshooting concepts to new situations.
• Focusing 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.
• Positively managing assigned projects towards required business outcomes.
• Collection and reporting of metrics related to call handling and performance.
• Responsible for maintaining and updating relevant quality system policies and procedures.

QUALIFICATIONS

Education:

• Associate’s Degree or Technical Certification in Electronics, Mechanical Engineering, Software Engineering or related field is required.

Experience and Skills:

Required:

• A minimum of 4 years work experience with a minimum 2 years experience 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.
• Projects behaviors that are consistent with the Credo and Standards of Leadership.
• Detail-oriented.
• Flexible/adaptable.
• Effectively handles work and time to produce desired outcomes (time management).
• Prioritizing - complex and contending priorities to achieve required outcomes.
• Resolves customer issues and appropriate course(s) of action.
• Decision-making skills.
• Critical thinking / problem-solving skills.
• Teammate who is also a strong individual contributor.
• Teamwork skills leading to positive business outcomes.
• Accepts responsibility for personal and professional growth.
• Assesses and improves internal processes by contributing recommendations for continuous improvement.
• Coordinates with peers and positively addresses conflicts.
• Effective and supportive communication with customers during complaint resolution or crisis situations.
• Knowledgeable of Medical Device Regulations, Laboratory Instrumentation Regulations, or similar environment in compliance to ISO 13485 and 21 CFR 820.

Preferred:

• 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.

The anticipated hourly pay range for this position is: $33.17 to $53.08/hour.
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; for employees who reside in the State of 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.

For additional general information on Company benefits, please go to: https://www.careers.jnj.com/employee-benefits.
This job posting is anticipated to close on 9/4/24. The Company may however extend this time-period, in which case the posting will remain available on https://www.careers.jnj.com to accept additional applications.
For more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit www.careers.jnj.com.
Johnson & Johnson Family of Companies are equal opportunity employers, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by law.

LI-JS3

• Demonstrating outstanding customer support and maintaining knowledge of applicable J&J MedTech products and services within Ottava Service Solutions.
• Ensuring 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.
• Applying core knowledge skills such as basic electronics, troubleshooting technology and capital equipment, etc. and provide the appropriate course of action.
• Acting 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; providing call center support.
• Managing processes and resources specific to assigned product line or process areas.
• Ability to apply troubleshooting concepts to new situations.
• Focusing 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.
• Positively managing assigned projects towards required business outcomes.
• Collection and reporting of metrics related to call handling and performance.
• Responsible for maintaining and updating relevant quality system policies and procedures