[Hiring] Senior Supervisor, Technical Customer Service @Johnson & Johnson Innovative Medicine

Role Description

About Orthopaedics: 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 Orthopaedics? Ready to join a team that’s 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.

We are searching for the best talent for a Senior Supervisor, Technical Customer Service to join our J&J Orthopaedics team (DePuy Synthes). This position is remote based supporting the Eastern Region US with the ability to work EST or CST time zones.

Purpose:

• Lead multiple Service Solutions teams supporting Digital Surgery software and hardware platforms such as VELYS Robot Assisted Solution (VRAS), VELYS Spine (VARA), Teligen, Ortoma, and other assigned Digital Surgery offerings.
• Lead the Technical Service Engineering & Logistic Coordinator team members that support the US and limited OUS businesses with service requests for various Capital Equipment service and support requests.
• Deliver outstanding customer experiences through the effective management of the product support function for emerging technologies.
• Plan, organize, and direct a diverse team to process customer requests, and provide timely responses to customer inquiries and resolving customer issues.
• Work closely with the Logistic Team to ensure repaired/refurbished and new spare parts are available to support customer demand.

You will be responsible for:

• Supervise the day-to-day activities of Capital Technical Support teams consisting of approximately 10 team members.
• Act as Level 2 Technical Support resource for VELYS VRAS, VELYS Spine, Teligen, and other assigned capital system issues.
• Closely collaborate with Service Process Engineering, Field Service, Clinical Education, Sales, and other internal teams on technical issues experienced by customers.
• Deliver outstanding customer experiences through effective management of the product support function.
• Plan, organize, and direct a diverse, remote team to provide timely responses to customer inquiries and resolving customer issues.
• Advise management of the changing needs of the customer base and recommend process changes.
• Implement process improvements to increase efficiency, reduce costs, and maintain budget controls.
• Apply knowledge of FDA Medical Device regulations to guarantee compliance.
• Quickly resolve complex customer concerns/complaints and handle escalations.
• Ensure compliance with all Federal, State, local and Company regulations, policies, and procedures.
• Communicate effectively with upper-level management and work cooperatively with coworkers.
• Demonstrate strong commitment to building a diverse team.
• Contribute to and promote harmony, growth, and teamwork within the organization.
• Meet or exceed individual performance metrics established by management.
• Adhere to all internal quality controls, policies, procedures, and service quality guidelines.
• Communicate business-related issues or opportunities to the next management level.
• Ensure that subordinates follow all Company guidelines related to Health, Safety and Environmental practices.
• Perform other duties assigned as needed.

Qualifications

• Minimum of a bachelor’s degree is required.
• Minimum of 4 years experience in Customer Relations, Technical Support, Field Service (or other related experience) in industries such as medical devices, healthcare, or other customer-centric industries is required.
• Experience managing a technical and/or field service team is required.
• Experience with troubleshooting and servicing complex medical devices and/or high-tech equipment is required.
• In-depth business knowledge of related franchises such as Global Orthopaedics or Medical Technology is required.
• In-depth technical knowledge of remote troubleshooting methodology is required.
• Strong written and verbal communications skills are required.
• Proficiency with Microsoft Office Excel, Word, Outlook, TEAMS, and PowerPoint is required.
• Analytical and active listening skills that will lead to correct pathways to solve problems and offer solutions is preferred.
• Experience with Customer Relationship Management (CRM) software and tools is preferred.
• Demonstrated knowledge of customer experience principles and call center operations/practices is preferred.
• Demonstrated knowledge of capital equipment service operations is preferred.
• Call Center Infrastructure and patient applications knowledge is highly preferred.
• Working knowledge of financial controls or SOX experience is preferred.
• Working experience in a dynamic, real-time environment is preferred.
• ONE MD Service and Repair, Enterprise Complaint Management, SAP, or Call Center Infrastructure knowledge is highly preferred.
• May require up to 10% business domestic travel.

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 period.
• Volunteer Leave – 32 hours per calendar year.
• Military Spouse Time-Off – 80 hours per calendar year.