Technical Service Engineer | Remote (Eastern Region US)

At Johnson & Johnsonwe believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented treated and curedwhere treatments are smarter and less invasive andsolutions are 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 more at

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About Orthopaedics

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

Are you passionate about improving and expanding the possibilities of Orthopaedics Ready to join a team thats reimagining how we heal Our Orthopaedics teams help keep more than 6 million people moving each year while delivering clinical and economic value to surgeons and healthcare systems. Our teams build solutions for joint reconstruction; trauma and craniomaxillofacial; sports extremities and elective foot and ankle; spine; and robotics and digital surgery.

Your unique talents will help patients on their journey to wellness. Learn more at are searching for the best talent for a Technical Service Engineer to support our Orthopaedic business. This position is remote based within the US with the ability to work East Coast time zones. The ideal candidate will reside on the Eastern Region US.

Johnson & Johnson announced plans to separate our Orthopaedics business to establish a standalone orthopaedics company operating as DePuy Synthes. The process of the planned separation is anticipated to be completed within 18 to 24 months subject to legal requirements including consultation with works councils and other employee representative bodies as may be required regulatory approvals and other customary conditions and approvals.

Should you accept this position it is anticipated that following conclusion of the transaction you would be an employee of DePuy Synthes and your employment would be governed by DePuy Synthes employment processes programs policies and benefit that case details of any planned changes would be provided to you by DePuy Synthes at an appropriate time and subject to any necessary consultation processes.

Purpose:

The Technical Service Engineer is responsible for ensuring our VELYS Digital Surgery portfolio delivers outstanding patient outcomes and expertly resolve complex customer inquiries and rapidly resolve any customer technical support needs.

Key Responsibilities:

• Manages customer technical inquiries and complaints on the phone and via email.
• Determines the level of complexity of calls and escalates as necessary to achieve maximum first-time resolution.
• Provides individualized response to customer concerns or inquiries.
• Provides information and technical support for equipment and product concerns.
• Documents call in accordance with company guidelines and regulatory requirements.
• Understands and comply with all requirements as defined by management and outlined in current standard operating procedures.
• Follows up on open complaints as required.
• Delivers excellent customer experiences.
• Maintains an elevated level of customer satisfaction relative to telephone support and training.
• Evaluates customer needs and recommends measures to avoid future issues.
• Acts as a customer advocate to represent customer needs internally. Assures that issues identified by customers are appropriately addressed.
• Escalates product performance issues appropriately.
• Complete successfully all required technical training for supported products and processes.
• Maintains technical self-competence knowledge of company procedures and customer related skills.
• Consistently provides timely responses to customer inquiries and resolutions for customer issues.
• Leverages knowledge of FDA Medical Device regulations to guarantee all processes and procedures are compliance with applicable regulations.
• Ensures personnel and company compliance with all Federal State local and Company regulations policies and procedures.
• Communicating effectively with upper-level management and collaborating cooperatively with co-workers is required.
• Performs other duties assigned as needed.

Qualifications

• Minimum of a vocational certification technical certification or associated degree is required or equivalent Military Technical Training.
• Minimum of 2-4 years Biomed or Technical Service experience in related industries such as medical devices or healthcare is required.
• Demonstrated knowledge of troubleshooting principles and technical service operations practices and procedures is required.
• Communicating effectively with upper-level management and working collaboratively with cross-functional business partners are required.
• Proficient verbal and written communication skills is required.
• Proficiency with Microsoft Office suite is required.
• ONE MD SAP and Call Center Infrastructure knowledge is highly preferred.
• Works with other departments such as Sales Sales Operations Distribution Center Shipping Service Depot Supply Chain Customer Support Services Quality Engineering R&D and directly with external customers.
• May require up to 10% business domestic travel.
• This position is remote based within the US with the ability to work East Coast time zones.

The anticipated base pay range for this position is $60000 to $96600.

The Company maintains highly competitive performance-based compensation programs. Under current guidelines this position is eligible for an annual performance bonus in accordance with the terms of the applicable plan. The annual performance bonus is a cash bonus intended to provide an incentive to achieve annual targeted results by rewarding for individual and the corporations performance over a calendar/performance year. Bonuses are awarded at the Companys discretion on an individual basis.

Employees and/or eligible dependents may be 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.

Employees may be eligible to participate in the Companys consolidated retirement plan (pension) and savings plan (401(k)).

Employees are eligible for the following time off benefits:

• Vacation up to 120 hours per calendar year.
• Sick time - up to 40 hours per calendar year.
• Holiday pay including Floating Holidays up to 13 days per calendar year.
• Work Personal and Family Time - up to 40 hours per calendar year.

For additional general information on Company benefits please go to: job posting is anticipated to close on 1/20/26. The Company may however extend this time-period in which case the posting will remain available on to accept additional applications.

For more information on how we support the whole health of our employees throughout their wellness career and life journey please visit .

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 or contact AskGS to be directed to your accommodation resource.

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