Senior Technical Support Engineer | Cincinnati, OH or Remote (Eastern Region US)
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.
