About the position
Johnson & Johnson is seeking a Senior Technical Support Engineer to join our Technical Support team, primarily located in Cincinnati, OH, with remote opportunities available for the ideal candidate in the Eastern Region US. This role is pivotal in providing both remote and onsite technical support for all Robotic & Digital Solutions products available in the market. The Senior Technical Support Engineer will serve as the first point of contact for technical assistance, offering support via phone, email, and chat to customers, Field Service Engineers, and other regional support teams. This position emphasizes a customer-centric approach, ensuring that the needs of our clients are prioritized in every decision made. The Senior TSE will be responsible for ensuring 24/7 support for customers requiring immediate access to healthcare professionals to resolve product and procedure issues related to capital products. This includes participating in weekend and off-hours emergency on-call support. The role requires a solid understanding of basic electronics and troubleshooting technology, enabling the Senior TSE to provide appropriate solutions to complex technical inquiries. Additionally, the Senior TSE will act as a product specialist for at least one product line and may engage in training activities for business partners and customers, leveraging their technical expertise. In this role, the Senior TSE will manage processes and resources specific to their assigned product line, coordinate and disseminate information regarding new product support, and mentor less experienced Technical Support personnel. The position also involves collecting and reporting metrics related to call handling and performance, as well as maintaining and updating relevant quality system policies and procedures. This multifaceted role is essential in driving positive business outcomes and ensuring high levels of customer satisfaction.
Responsibilities
Provide remote and onsite technical support for all Robotic & Digital Solutions products.
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Demonstrate outstanding customer support and maintain knowledge of applicable J&J MedTech products.
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Ensure 24/7 support for customers requiring immediate access to healthcare professionals.
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Apply core knowledge skills such as basic electronics and troubleshooting technology.
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Act as a product specialist for at least one product line and participate in training activities.
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Handle complex customer technical inquiries through various communication channels.
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Manage processes and resources specific to assigned product line or process areas.
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Coordinate and disseminate information regarding assigned J&J product lines.
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Mentor less experienced Technical Support personnel.
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Collect and report metrics related to call handling and performance.
Requirements
Associate's Degree or Technical Certification in Electronics, Mechanical Engineering, Software Engineering or related field is required.
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A minimum of 4 years work experience with at least 2 years in Technical Support, Field Service, Product Support, or advanced Customer Support.
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Technical troubleshooting skills are essential.
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Clear and concise written and verbal communication skills are required.
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Excellent customer support and customer focus are necessary.
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Detail-oriented with strong time management skills.
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Ability to prioritize complex and contending priorities effectively.
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Strong decision-making and critical thinking skills are required.
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Ability to work as a teammate while also being a strong individual contributor.
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Knowledge of Medical Device Regulations, Laboratory Instrumentation Regulations, or similar compliance environments.
Nice-to-haves
Experience with ERP and CRM applications.
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Working knowledge of Linux Operating System.
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Experience with programming languages.
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In-depth knowledge of products and services provided by J&J companies.
Benefits
Medical, dental, and vision insurance coverage.
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Life insurance and short- and long-term disability insurance.
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Business accident insurance and group legal insurance.
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Participation in the company's consolidated retirement plan (pension) and savings plan (401(k)).
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Vacation time of up to 120 hours per calendar year.
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Sick time of up to 40 hours per calendar year (up to 56 hours for Washington residents).
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Holiday pay including up to 13 days per calendar year.
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Work, Personal, and Family Time of up to 40 hours per calendar year.