"Alerted.org

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 Customer Service

Job Category:

Professional

All Job Posting Locations:

Irvine, California, United States of America

Job Description:

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

Johnson & Johnson is hiring for a **Clinical Service Specialist** to join our team. The position is **FULLY REMOTE** and can sit anywhere in the US **.**

JOB SUMMARY:

The Clinical Service Specialist provides support on the use of Johnson and Johnson Medical Device products, including, but not limited to, Biosense Webster Inc. and Acclarent. The specialist is responsible for interacting with customers over the phone and occasionally in person and handling customer technical inquiries and complaints.

DUTIES & RESPONSIBILITIES:

Under limited and following all applicable federal, state, and local laws/regulations and Corporate Johnson & Johnson procedures and guidelines, this position:

• Provide expert clinical product and technical assistance to internal and external customers on the use of BWI, Acclarent, and other Johnson and Johnson medical device systems (e.g., the CARTO® system and associated software modules/RF generator/catheters;

• Accurately input product complaints reported via phone or other channels of communication.

• Act as a technical educational consultant to Call Center Customer Support Representatives (CSRs)

• Provides guidance to customers, including Field Service Engineers (FSEs), Clinical Account Specialists (CAS), Territory Managers (TMs), doctors, nurses, and hospital biomedical engineers, and assists when customer satisfaction issues arise.

• Troubleshoot/diagnose and resolve technical difficulties to avoid delays in customers’ patient case procedures.

• Support the release of Johnson and Johnson's new products introduced to the market. Will be required to maintain advanced clinical knowledge of cardiac ablation, imaging, and EP.

• Mentor and coach Call Center CSRs.

• Manage customer expectations regularly before and after interactions to ensure customer satisfaction.

• Completes documentation and administrative tasks per policy and procedures promptly.

• Log in to the Call Center phone support system and be available for calls during scheduled hours.

• Perform field rides along with local field service and commercial teams.

• Complete required travel (<10%) within Travel & Entertainment guidelines.

• Position requires sitting for extended periods.

• Performs other duties assigned as needed.

EXPERIENCE AND EDUCATION:

• Bachelor’s Degree in a STEM-related field or four years of relevant professional work/military experience.

• Minimum of 4 years of clinical or technical work experience in a patient care or hospital environment.

• Experience working with highly complex technical systems

• Electrophysiology/Catheter Lab or EP/Cardiovascular Device Industry experience is strongly preferred.

REQUIRED KNOWLEDGE, SKILLS, ABILITIES, CERTIFICATIONS/LICENSES and AFFILIATIONS** **_:_

• CEPS (IBHRE), RCES/RCIS certification preferred

• Maintain advanced clinical knowledge of cardiac ablation and cardio imaging, technical knowledge of EP technology, advancements, and the business landscape.

• Effective communicator at all levels

• Problem solver who can think critically in high-pressure environments

• Able to take large amounts of data and translate information into actionable insights.

_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, please contact us via_ _https://www.jnj.com/contact-us/careers_ _or contact AskGS to be directed to your accommodation resource._

Required Skills:

Clinical Operations, Clinical Research Trials, Clinical Services, Clinical Support, Clinical Trials

Preferred Skills:

Accelerating, Applications Support, Business Behavior, Coaching, Customer Centricity, Customer Experience Management, Customer Retentions, Customer-Support, Customer Support Operations, Customer Support Trends, Data Analysis, Issue Escalation, Problem Solving, Product Knowledge, Service Request Management, Teamwork, Technical Troubleshooting

The anticipated base pay range for this position is :

US : $79,000 - $127,650

Additional Description for Pay Transparency:

Subject to the terms of their respective plans, employees and/or eligible dependents are eligible to participate in the following Company sponsored employee benefit programs: medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance. 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 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 Condolence Leave – 30 days for an immediate family member: 5 days for an extended family member Caregiver Leave – 10 days Volunteer Leave – 4 days Military Spouse Time-Off – 80 hours Additional information can be found through the link below. https://www.careers.jnj.com/employee-benefits