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Senior Technical Support Engineer | Remote US

November 14, 2024

Industry: Private

Employment Type:- Full Time

Work Hours:- 8 Hours

Locations:- USA

Full Job Description:-

POSITION SUMMARY

Responsible for delivering outstanding patient outcomes and expertly resolve complex customer inquiries while rapidly resolving any customer technical support needs for our VELYS Digital Surgery robotic platform and other capital equipment. Perform customer-facing activities such as order creation for spare parts, exchanged equipment, and other determined responsibilities within multiple supported IT systems. Skillfully execute complex orders, billing, service/sales order management activities, as well as the efficient/effective handling and resolution of escalated issues and inquiries. Support initial complaint intake and required functions in multiple business systems when appropriate. Collaborate with cross functional teams to support logistical and technical needs.

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KEY RESPONSIBILITIES

Expertly manages complex customer technical inquires and complaints on the phone and via email.
Determines level of complexity of calls and escalates as necessary to achieve maximum first-time resolution.
Provides individualized response to customer concerns or inquiries.
Provides complex information and technical support for equipment, and product concerns.
Documents calls in accordance with company guidelines and regulatory requirements.
Understands and complies 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, training, and onsite support.
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.
Completes successfully all required technical training for supported products and processes.
Maintains advanced technical self-competence, knowledge of company procedures, and customer related skills.
Assists other Service Operations team members with troubleshooting and complaint handling.
Consistently provides timely responses to customer inquiries and resolution for customer issues.
Advises management of changing needs of customer base and recommends process changes to accommodate customer requirements.
Leverages knowledge of FDA Medical Device regulations to guarantee all processes and procedures are compliance with applicable regulations.
Ensures personal and Company compliance with all Federal, State, local and Company regulations, policies, and procedures.
Communicates effectively with upper-level management and collaborate cooperatively with coworkers.
Performs other duties assigned as required in any different business units.
Adhere to all internal quality controls, policies, procedures, and process and service quality guidelines.

Qualifications

Bachelor’s degree or equivalent Military Technical Training is required. Technical major is preferred.
6-8 years of Biomed or Technical Service experience in related industries such as medical devices or healthcare is required.
Demonstrated knowledge of technical troubleshooting principles and technical service operations practices and procedures is required.
Communicates effectively with upper-level management and works collaboratively with cross-functional business partners are required.
ONE MD, SAP and Call Center Infrastructure knowledge is highly preferred.
Proficient verbal and written communication skills is required.
Experience within Johnson & Johnson’s Customer Service and/or Product Support functions is beneficial.
In-depth business knowledge of related franchises such as Global Orthopaedics or Medical Technology is beneficial.
Strong Microsoft Office (Word, Excel, and Outlook) and Internet Navigation skills is required.
Working experience in a dynamic, real-time environment, ensuring achievement of competing priorities and deadlines is preferred.
Demonstrated knowledge of capital equipment service operations is preferred.
Proficient verbal and written communication skills required.
Less than 10% travel for domestic, will be required.
Must be flexible with work schedule and overtime when required to support customer needs and as requested by management.

Senior Technical Support Engineer | Remote US

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

DISCLAIMER

Full Job Description:-

Other Jobs You May Be Interested In

Senior Technical Support Engineer | Remote US

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

5. HOW DO YOU PROCESS INFORMATION?

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

8. HOW TO PRIORITIZE WORK?

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?