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

JOB DESCRIPTION:

This is a field-based remote role available in all cities within the US. While specific cities are listed in the Locations Section for reference, please note that they are examples only and do not limit your application. We invite candidates from any location across the US to apply.
Johnson & Johnson is recruiting for a Technical Service Engineer to support our Orthopaedics business. This position is remote based within the US with the ability to work West Coast time zones. The ideal candidate will reside on the West Coast.

POSITION SUMMARY

The Technical Service Engineer is responsible for ensuring our VELYS Digital Surgery portfolio delivers outstanding patient outcomes and expertly resolve complex customer inquiries and rapidly resolve any customer technical support needs.

QUALIFICATIONS

• Minimum of a vocational certification, technical certification, or associated degree is required or equivalent Military Technical Training.
• Minimum of 2-4 years of Biomed or Technical Service experience in related industries such as medical devices or healthcare is required.
• Demonstrated knowledge of troubleshooting principles and technical service operations practices and procedures is required.
• Communicating effectively with upper-level management and working collaboratively with cross-functional business partners are required.
• Proficient verbal and written communication skills is required.
• Proficiency with Microsoft Office suite is required.
• ONE MD, SAP and Call Center Infrastructure knowledge is highly preferred.
• Works with other departments such as Sales, Sales Operations, Distribution Center, Shipping, Service Depot, Supply Chain, Customer Support Services, Quality, Engineering, R&D, and directly with external customers.
• May require up to 10% business domestic travel.
  The anticipated base pay range for this position is $58,000 to $93,150.
  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.
• 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 8/18/25. 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 is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.
Johnson and Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, please email the Employee Health Support Center (ra-employeehealthsup@its.jnj.com) or contact AskGS to be directed to your accommodation resource.

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• Manages customer technical inquiries and complaints on the phone and via email.
• Determines the level of complexity of calls and escalates as necessary to achieve maximum first-time resolution.
• Provides individualized response to customer concerns or inquiries.
• Provides information and technical support for equipment and product concerns.
• Documents call in accordance with company guidelines and regulatory requirements.
• Understands and comply 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 and training.
• 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.
• Complete successfully all required technical training for supported products and processes.
• Maintains technical self-competence, knowledge of company procedures, and customer related skills.
• Consistently provides timely responses to customer inquiries and resolutions for customer issues.
• Leverages knowledge of FDA Medical Device regulations to guarantee all processes and procedures are compliance with applicable regulations.
• Ensures personnel and company compliance with all Federal, State, local and Company regulations, policies, and procedures.
• Communicating effectively with upper-level management and collaborating cooperatively with co-workers is required.
• Performs other duties assigned as needed.