Johnson & Johnson is recruiting for a Technical Support Specialist to join MedTech Canada located in Markham, Ontario, Canada. This is a hybrid role that includes both field and on-site support.
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/.

SUMMARY

We are looking for a versatile and highly skilled Technical Support Specialist to join our team. In this dual-role position (Associate Field Service Engineer and Technical Support Specialist), you will be responsible for the hospital installation, maintenance, and repair of medical devices, while also providing technical support for training equipment during educational events across Canada. Additionally, you will perform back-office repairs, offer technical support for both internal and external customers, and support various technological platforms within J&J MedTech.

QUALIFICATIONS

• Minimum of an associate’s degree (i.e. 2-year diploma in Technology) in Electrical Engineering, Biomedical Engineering or related field is required. Certification(s) in relevant technical areas (e.g., Electronics, Biomedical Engineering) is a plus.
• Minimum of 2 years working experience is required.
• Experience in a field service engineering role, particularly in the healthcare or medical devices industry, is preferred.
• Training or certification in medical equipment servicing is preferred.
• Understanding troubleshooting methods in electronics, mechanics, and computer systems is required.
• Familiarity with multi-disciplinary devices and their operation is required, preferably in a customer location setting.
• Ability to interpret technical information, schematics, and service manuals is required.
• Excellent verbal and written communication skills to interact effectively with customers and internal stakeholders is required.
• Strong interpersonal skills to build relationship with clients and collaborate with cross-functional teams is required.
• Position requires office (50%) & field (50%) time.
• Analytical mindset with the ability to diagnose and resolve technical issues independently.
• Capacity to prioritize tasks and manage time effectively to meet service level agreements.
• Must thrive in a fast-paced environment with a flexible schedule, travel, and occasional overtime, including some weekends.
• Previous experience in similar roles and a willingness to work after hours and weekends is preferred.
• Must possess a valid driver’s license and willing to travel extensively within the GTA region, occasionally requiring long-distance travel by car or plane.
  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.
  Diversity and inclusion are central elements of the shared culture across the Johnson & Johnson Family of Companies. Attracting, developing and retaining a workforce that reflects the diversity of our customers and communities is essential to our success. We are committed to providing a respectful, inclusive and accessible work environment where all employees have the opportunity to achieve their potential.
  

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Associate Field Service Engineer (AFSE) Duties:

• Perform the installation, preventive maintenance, repairs, and upgrades of equipment in accordance with assigned work orders.
• Ensure accurate, clear, and timely documentation for all field service and remote support tasks.
• Manage your schedule efficiently to complete all technical and engineering work required to support the products serviced by the J&J Med Tech technical team.
• Respond to customer requests for emergency services, performing basic troubleshooting and repairs for products supported by J&J Med Tech.
• Set and manage customer expectations before and after service interactions to maintain a high level of customer satisfaction.
• Promptly complete paperwork and administrative tasks in alignment with department and company policies.
• Process Return Material Authorizations (RMA) for parts and equipment utilized.
• Successfully complete all required training for the products and processes you are responsible for.
• Act as a customer advocate, representing their needs within the organization.

Technical Support Specialist Duties:

• Perform back-office repairs and diagnostics for returned equipment.
• Provide remote technical support for customers and Field Service Engineers (FSEs).
• Assist in the creation and updating of work instructions and company procedures.
• Provide support for various technological platforms within the J&J MedTech organization in Canada.
• Troubleshoot and resolve technical issues across systems used by internal and external customers.

Event Support and Training Equipment:

• Provide technical support for training equipment during the preparation phase for events across Canada.
• Ensure all training equipment is fully functional and meets the required standards before and during events.
• Conduct technical support for internal training sessions, including setup and equipment testing.
• Travel to events across Canada to offer real-time technical support and troubleshooting, ensuring smooth operations.
• Work closely with event organizers to coordinate equipment logistics and setup.