Field Service & Support Specialist

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

Job Function:
Customer Management

Job Sub Function:
Technical Field Service

Job Category:
Business Enablement/Support

All Job Posting Locations:
Zug, Switzerland, Zuchwil, Switzerland

Job Description:

About Innovative Medicine

Our expertise in Innovative Medicine is informed and inspired by patients, whose insights fuel our science-based advancements.

Visionaries like you work on teams that save lives by developing the medicines of tomorrow.

Join us in developing treatments, finding cures, and pioneering the path from lab to life while championing patients every step of the way.

Learn more at https://www.jnj.com/innovative-medicine 

We are searching for the best talent for a Field Service & Support Specialist to be in Zug.

Field Service & Support Specialist’s primary responsibility centers around technical and clinical support of Velys Digital Surgery (Orthopedics) and Shoulder/MITEK (Sports Medicine) hardware (including but not limited to generators, pumps and visualization towers).  She/he also serves as a liaison between commercial and support functions of the organization and holds responsibility for relevant administrative aspects of hardware field deployment.

Under limited supervision, the Individual is responsible to manage the customer support system in the installation, service and repair of all capital products (Velys, Mitek, etc.).

Responsible for interaction with customers over the phone and in person for the handling of customer technical inquires, and complaints.

As a Field Service & Support Specialist you will:
 

Technical & Clinical Application Support:


* Leads necessary technical steps to prepare for DePuy Synthes hardware (hereinafter “hardware”) installation in operating room (OR)


* Supervises required actions on preventive maintenance, repair, field action and software updates


* Supports customers with obtaining all necessary theoretical and practical skills operating hardware in OR


* Trains customers, sales and clinical teams on hardware usage and application


* Serves as first point of contact for customers’ and teams’ hardware questions


* Manage customer expectations on a regular basis before and after various interactions to ensure customer satisfaction


* Provides clinical on-site support on hardware usage during new product introduction and/or complex procedures


* Supports teams and customers with technical troubleshooting
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