Job Description: Robotics & Digital Solutions is part of Ethicon, Inc., a global leader in surgery with products and solutions found in almost every operating room around the world. Ethicon has made significant contributions to surgery for more than 100 years from creating the first sutures, to revolutionizing surgery with minimally invasive procedures. Our continuing dedication to Shape the Future of Surgery is built on our commitment to help address the world's most pressing health care issues and improve and save more lives. Through Ethicon's surgical technologies and solutions including robotics, digital solutions, sutures, staplers, energy devices, trocars and hemostats and our commitment to treat serious medical conditions like obesity and cancer worldwide, we deliver innovation to make a life-changing impact. For more information, visit www.ethicon.com. The Technical Support Engineer (TSE) is responsible for providing remote and onsite technical support of all Monarch commercially available products to customers, Field Service Engineers and other regional support teams. As the first level of technical assistance, the TSE will provide customers and field personnel with technical assistance by phone, email, and chat. The TSE will provide remote post-sales technology support and technical services to external customers and internal field personnel utilizing remote diagnostic capabilities. This person is passionate about the customer and makes decisions with that as a priority. Job Responsibilities: Develop Knowledge Database articles intended to communicate system issues and notices to the field. Perform problem analysis and isolate problems of minimal to moderate complexity, with general instruction and oversight from team leads and/or management. Escalate field issues to internal support groups as appropriate. Achieve and maintain targeted call statistics such as number of calls answered, number of cases closed or issues resolved, along with other established goals. Other duties as assigned. Provide troubleshooting and remote diagnostics of the Monarch product line, which includes hardware and software capabilities. Handle technical inquiries from hospital personnel, including physicians and staff, field personnel, including service, sales, and training. Document cases, recommendations, and resolutions clearly in the CRM system Advocate for our customers internally by building relationships with key contacts and partners in sales, product, education, marketing, and engineering to create cross-departmental alignment. When working remotely, a secure, quiet, distraction-free work environment during your scheduled work shift is required. This role routinely uses standard office equipment such as computers, phones, and photocopiers. Qualification & Experience: Ability to work in a regulated environment in compliance to ISO 13485 and 21 CFR 820. Ability to do occasional overnight travel internationally & outside local area. CRM experience required (Salesforce/Service Cloud knowledge preferred). Experience working with medical devices. An approachable individual who prides him or herself on providing a high level of service and support. Associate’s Degree or Technical Certification in Electronics, Mechanical Engineering or related field. Minimum 5 years experience in Technical Support, Field Service, Product Support, or advanced Customer Support. Must demonstrate proficiency in Windows O/S and in all Microsoft Office applications. Calm under pressure, can excel and thrive in a high-volume, continuously changing, fast paced environment. Occasional evening and weekend work may be required as job duties demand. Must be highly organized with the ability to manage multiple projects/tasks simultaneously and effectively prioritize projects and tasks. Ability to translate and simplify problems of considerable scope and complexity into manageable tasks with measurable requirements. Effective analytical and problem-solving skills. Excellent written and verbal communication and presentation skills. ERP systems experience required (SAP highly preferred). Job Details: Company: Johnson & Johnson Vacancy Type: Full Time Job Location: Philadelphia, PA, US Application Deadline: N/A Apply Here vacancyoptions.com
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