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 https://www.jnj.comJob Function: Customer ManagementJob Sub Function: Technical Field ServiceJob Category: Business Enablement/SupportAll Job Posting Locations: Zug, Switzerland, Zuchwil, SwitzerlandJob Description:About Innovative MedicineOur expertise in Innovative Medicine is informed and inspired by patients, whose insights fuel our science-based advancements. Visionaries like you work on teams that save lives by developing the medicines of tomorrow.Join us in developing treatments, finding cures, and pioneering the path from lab to life while championing patients every step of the way.Learn more atWe are searching for the best talent for a Field Service & Support Specialist to be in Zug.Field Service & Support Specialist’s primary responsibility centers around technical and clinical support of Velys Digital Surgery (Orthopedics) and Shoulder/MITEK (Sports Medicine) hardware (including but not limited to generators, pumps and visualization towers). She/he also serves as a liaison between commercial and support functions of the organization and holds responsibility for relevant administrative aspects of hardware field deployment. Under limited supervision, the Individual is responsible to manage the customer support system in the installation, service and repair of all capital products (Velys, Mitek, etc.). Responsible for interaction with customers over the phone and in person for the handling of customer technical inquires, and complaints.As a Field Service & Support Specialist you will:Technical & Clinical Application Support:
Leads necessary technical steps to prepare for DePuy Synthes hardware (hereinafter “hardware”) installation in operating room (OR)
Supervises required actions on preventive maintenance, repair, field action and software updates
Supports customers with obtaining all necessary theoretical and practical skills operating hardware in OR
Trains customers, sales and clinical teams on hardware usage and application
Serves as first point of contact for customers’ and teams’ hardware questions
Manage customer expectations on a regular basis before and after various interactions to ensure customer satisfaction
Provides clinical on-site support on hardware usage during new product introduction and/or complex procedures
Supports teams and customers with technical troubleshooting
Visits ORs with hardware on regular basis to ensure its optimal usage, storage and maintenance
Capital Equipment Selling Consulting:
Consults sales team and customers: optimal hardware set up in operating room
Supports Capital Equipment team with planning, product management, new product introductions and conversions
Promotes hardware and relevant technologies during educational and scientific events
Develops promotion and training materials for internal and external trainings and events
Aftersales & Customer Support Coordination:
Serves as commercial organization’s DRI for Supply Chain, Technical Service/After Sales team and other internal stakeholders on hardware placement, usage, maintenance, and service & repairs
Oversees design and smooth implementation of processes relevant to hardware selling (placement), maintenance and repairs including but not limiting to liaising with other internal function to assure flowless service provision to customers
Holds up-to-date knowledge of hardware field presence status
Observes and reports her/his ideas on processes and approaches improvements and implementations of process enhancements (capital equipment process development)
Coordinates loaner hardware procurement, allocation and deployment
Other:
Connects with CH, GLOBAL and EMEA colleagues on hardware relevant topic and serves as DRI for hardware inquiries
Ensures all necessary hardware-relevant quality and compliance measures are respected
Qualifications/Requirements:
Higher education degree in engineering or equivalent (required)
Specialization in Medical Devices (strongly preferred)
Min 3-5 years of technical experience with Medical Devices (required)
Experience with orthopedics (preferred)
Readiness to be present in OR during orthopedic surgeries (required)
Fluency in English, German and French (required)
Proactive problem solving/solution seeking
Ability to navigate multi-function corporate environment
Readiness to completes all necessary hospital- and government-imposed requirements and to follow all existing hospital and OR presence guidelines (required)
Strong organizational and planning skills
Frequent travel in Switzerland, ability to travel on short notice
Our hiring processAt Johnson & Johnson, we are committed to providing a hiring process that is thorough, transparent, and fair. The process starts with a careful review of your CV, and if selected, this is followed by an initial conversation with a member of our recruitment team. If you move forward at this stage, you will participate in interviews with at least two hiring managers across two separate sessions. While the interview process may evolve at times, our recruitment team will ensure that you are kept informed and will work diligently to manage timelines and expectations clearly. After a hiring decision has been made, successful candidates will need to complete the necessary country-specific due diligence.Finally, we genuinely value your feedback and will invite you to complete a brief survey at the end of the process to help us improve our practices. Thank you for considering a career with us; we appreciate your interest! #RPOEMEA
