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:

Business Enablement/Support

All Job Posting Locations:

Irvine, California, United States of America

Job Description:

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. 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 products and technical assistance to internal and external customers with 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 are 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 Customer Service Representative (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:

 

 

Preferred Skills:

Accelerating, Analytical Reasoning, Applications Support, Communication, Customer Centricity, Customer Experience Management, Customer Retentions, Customer Service Philosophy, Customer-Support, Customer Support Operations, Customer Support Trends, Innovation, Issue Escalation, Problem Solving, Product Knowledge, Service Request Management, Technical Support, Technical Troubleshooting

 

 

The anticipated base pay range for this position is :

$66,000.00 - $106,260.00

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