Clinical Service Specialist
Johnson & Johnson MedTech, Irvine, CA, United States
Job Summary
Johnson & Johnson is currently recruiting for a Clinical Service Specialist to be based at Irvine, CA.
Location
Irvine, California, United States of America.
About Electrophysiology
Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments. As Johnson & Johnson MedTech Electrophysiology, we aim to ensure those with atrial fibrillation can live the lives they want. For more than 30 years, we’ve been the global market leader in the science and technology of cardiac arrhythmia treatment.
Duties & Responsibilities
Provide expert clinical products and technical assistance to internal and external customers with the use of BWI, Acclarent, and other Johnson & 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 & 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 ( Position requires sitting for extended periods.
Performs other duties assigned as needed.
Education
Bachelor’s Degree in a STEM-related field or four years of relevant professional work/military experience.
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 & Affiliations
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 (internal & external).
Problem solver who can think critically in high-pressure environments.
Able to take large amounts of data and translate information into actionable insights.
Customer centric approach.
CEPS (IBHRE), RCES/RCIS certification preferred.
West Coast or PST zone preferred.
Biosense Webster CAS training (BWI).
Pay
The anticipated base pay range for this position is $66,000.00 - $106,260.00.
Benefits
Vacation – 120 hours per calendar year
Sick time – 40 hours per calendar year (48 hours for Colorado, 56 hours for Washington)
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 (10 days)
Volunteer Leave – 32 hours per calendar year
Military Spouse Time-Off – 80 hours per calendar year
Equal Opportunity Employer Statement
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.
If you are an individual with a disability and would like to request an accommodation, contact the company.
#J-18808-Ljbffr
Johnson & Johnson is currently recruiting for a Clinical Service Specialist to be based at Irvine, CA.
Location
Irvine, California, United States of America.
About Electrophysiology
Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments. As Johnson & Johnson MedTech Electrophysiology, we aim to ensure those with atrial fibrillation can live the lives they want. For more than 30 years, we’ve been the global market leader in the science and technology of cardiac arrhythmia treatment.
Duties & Responsibilities
Provide expert clinical products and technical assistance to internal and external customers with the use of BWI, Acclarent, and other Johnson & 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 & 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 ( Position requires sitting for extended periods.
Performs other duties assigned as needed.
Education
Bachelor’s Degree in a STEM-related field or four years of relevant professional work/military experience.
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 & Affiliations
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 (internal & external).
Problem solver who can think critically in high-pressure environments.
Able to take large amounts of data and translate information into actionable insights.
Customer centric approach.
CEPS (IBHRE), RCES/RCIS certification preferred.
West Coast or PST zone preferred.
Biosense Webster CAS training (BWI).
Pay
The anticipated base pay range for this position is $66,000.00 - $106,260.00.
Benefits
Vacation – 120 hours per calendar year
Sick time – 40 hours per calendar year (48 hours for Colorado, 56 hours for Washington)
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 (10 days)
Volunteer Leave – 32 hours per calendar year
Military Spouse Time-Off – 80 hours per calendar year
Equal Opportunity Employer Statement
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.
If you are an individual with a disability and would like to request an accommodation, contact the company.
#J-18808-Ljbffr