Manager, Technical Customer Service

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 jnj.com

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world.  We provide an inclusive work environment where each person is considered as an individual.  At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function:

Customer Management

Job Sub Function:

Technical Customer Service

Job Category:

Professional

All Job Posting Locations:

Santa Clara, California, United States of America

Job Description:

Johnson & Johnson is recruiting for an Technical Escalation Manager within the Technical Support team, located Remotely (must reside in east coast of US).

About Surgery

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.

Are you passionate about improving and expanding the possibilities of surgery? Ready to join a team that’s reimagining how we heal? Our Surgery team will give you the chance to deliver surgical technologies and solutions to surgeons and healthcare professionals around the world. Your contributions will help effectively treat some of the world’s most prevalent conditions such as obesity, cardiovascular disease and cancer. Patients are waiting.

Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

The Escalation Manager is responsible for managing and ensuring the timely resolution of all Technical Support critical issue cases for Robotic & Digital Solutions commercially available medical capital system products. This role coordinates cross-functional resources (e.g. engineering, quality, regulatory, clinical, service operations, etc.) to drive timely analysis, corrective action plans, and customer communication while ensuring compliance with applicable medical device regulations and company quality systems. This person is passionate about the customer and makes decisions with that as a priority.

The Escalation Manager acts as a top level expert for the Technical Support team as an individual contributor who is a developing subject matter expert, who works independently with minimal supervision. Consults on projects, programs, and processes that span multiple related areas in support of the organization's overall customer support strategy. Enforces in-depth knowledge of the technical support field to install best of class policies, procedures, and plans for the area.

Key Responsibilities:

• Demonstrating outstanding customer support and maintaining knowledge of applicable J&J MedTech products and services within Ottava Service Solutions.

• Own and manage high-severity and time-sensitive customer technical critical issues from through the critical issue process to final resolution.

• Triage incoming critical issues, determine priority and impact, and activate an appropriate cross-functional response team.

• Drive structured analysis, action planning, and coordinate corrective maintenance with internal and field based teams.

• Ensure critical issue cases are documented in the support and quality systems according to internal procedures and regulatory requirements (e.g., complaint handling, service activity, etc.).

• Maintain clear, timely, and empathetic communication with customers, field service, distributors, and internal customers regarding status, risks, and remediation plans.

• Track and report critical issue metrics and trends (e.g., time-to-response, time-to-resolution, repeat incidents) and present findings to leadership.

• Develop and maintain critical issue playbooks, runbooks, and knowledge base articles to improve response consistency and speed.

• Provide coaching and guidance to Tier 1 and Tier 2 support teams on critical issue identification, de-escalation tactics, and technical troubleshooting.

• Support post-incident reviews, lessons-learned sessions, and implementation verification for corrective actions.

• Participation in audit and compliance review processes as needed

• 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 technical support engineer is required

• Handling complex customer technical inquiries through phone, email, and/or other appropriate communications; providing call center support.

• Applying core knowledge skills such as basic electronics, troubleshooting technology and capital equipment, etc. and provide the appropriate course of action.

• Ensuring 24/7 support for customers who require immediate access to a technical support professional to resolve product and procedure issues for capital products by participating in weekend and off-hours emergency on-call support

• 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.

• 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

Qualifications

Education:

• Bachelor's Degree in Electronics Engineering, Mechanical Engineering, Software Engineering, Biomedical Engineering or related field.

Experience and Skills:

Required:

• A minimum of 6 years of work experience in Technical Support, Field Service, Product Support, or advanced Customer Support of a medical device capital equipment.

• Technical troubleshooting skills.

• Clear and concise written and verbal communication skills.

• Excellent customer support/customer focus.

• Projects behaviors that are consistent with the Credo and Standards of Leadership.

• Experience working with medical devices.

• Meticulous

• Flexible / adaptable

• Effectively handles work and time to produce desired outcomes (time management)

• Prioritizing - complex and contending priorities to achieve required outcomes

• Resolves customer issues and appropriate course(s) of action

• Decision-making skills

• Critical thinking / problem-solving skills

• Teammate who is also a strong individual contributor

• Teamwork skills leading to positive business outcomes

• Accepts responsibility for personal and professional growth

• Assesses and improves internal processes by contributing recommendations for continuous improvement

• Coordinates with peers and positively addresses conflicts

• Effective and supportive communication with customers during complaint resolution or crisis situations

• Knowledgeable of Medical Device Regulations, Laboratory Instrumentation Regulations, or similar environment in compliance to ISO 13485 and 21 CFR 820

• Up to 10% travel anticipated

Preferred:

• ERP and CRM application experience

• Programming languages experience

• In-depth knowledge of products and services provided by the J&J companies

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 & 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, external applicants please contact us via https://www.jnj.com/contact-us/careers , internal employees contact AskGS to be directed to your accommodation resource.

Required Skills:

 

 

Preferred Skills:

Customer Alignment, Customer Analytics, Customer Centricity, Customer Experience Management, Customer-Support, Customer Support Operations, Customer Support Trends, Emerging Technologies, Fact-Based Decision Making, Process Improvements, Service Request Management, Technical Credibility, Technologically Savvy

 

 

The anticipated base pay range for this position is :

$118,000.00 - $203,550.00

Additional Description for Pay Transparency:

Subject to the terms of their respective plans, employees are eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).

This position is eligible to participate in the Company’s long-term incentive program.

Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off benefits:

Vacation –120 hours per calendar year

Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado –48 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year

Holiday pay, including Floating Holidays –13 days per calendar year

Work, Personal and Family Time - up to 40 hours per calendar year

Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child

Bereavement Leave – 240 hours for an immediate family member: 40 hours for an extended family member per calendar year

Caregiver Leave – 80 hours in a 52-week rolling period10 days

Volunteer Leave – 32 hours per calendar year

Military Spouse Time-Off – 80 hours per calendar year

For additional general information on Company benefits, please go to: - https://www.careers.jnj.com/employee-benefits