Johnson & Johnson Careers

Technical Customer Support Specialist

Istanbul, Turkey
Selling


Job Description

Requisition ID: 1805691873W

The Technical Customer Support Specialist is responsible for the installation, preventative maintenance and reactive technical services of Johnson & Johnson Vision medical equipment and accessories within a sound priciple of customer satisfaction and Johnson & Johnson credo.

 

CORE RESPONSIBILITIES

 

Reactive Technical Services

  1. Is responsible for the toubleshooting and repair by providing remote support or service visits, to technical problems.
  2. Visits the customer to analyze and resolve the problem

  3. Supports Service team as well as Clinical and Sales teams on the field.

  4. Reports all service-related data by means of Johnson & Johnson Vision Remote Service Management (RSM) tool.

  5. Provides all service-related documents as stated in the appropriate Work Instruction/SOP.

Proactive Technical Services and Installations

  1. Installation of Johnson & Johnson Vision medical equipment in compliance with Johnson & Johnson Vision specifications

  2. Rating the installation and reporting Factory Representative

  3. Keep track of all medical devices in his responsibility area in a regular basis and perform preventative/proactive actions

  4. Perform updates, retrofits and enhancements as defined in the appropriate technical service bulletins and tech tips

  5. Updates install base by gathering recent information from the field

Trainings

  1. Completes all necessary trainings/exams assigned

  2. Updates his knowledge about all quality documents related to his job

  3. Completes on-the-job trainings

  4. When assigned, performs on-the-job trainings for new FSE’s

  5. Shares his experiences from the field with Technical Product Support Specialists

Spare Part and Tool Logistics

  1. Keeps track of his trunk stock

  2. Orders spare parts as required during field operations

  3. Returns all RMA material as per Johnson & Johnson Vision standards and procedures

  4. Reports Out of Box Failures and other incidents related to spare parts or tools

  5. Keeps track of his calibrated tools

  6. Maintains the tool kit and spare parts in a good condition

  7. Informs responsible parties in case of need of calibrated tools

Customer Care

  1. Takes care for key accounts in local markets.

  2. Support areas outside of their market to address critical customer situations if requested

  3. Informs Service Supervisor, Clinical Application Specialist, or Sales representative in case of a customer expectation beyond his responsibility/knowledge level

Responsibilities Beyond Working Hours

  1. Availability in emergencies

Professional and Personal Development

  1. Reflects and applies to his job, the skills and knowledge that were obtained from Johnson & Johnson trainings

Complience to Company Procedures and Ethics

  1. Perform required safety checks, PM and repair as per applicable legal requirements, MDD and in-line with Johnson & Johnson Vision systems service policy

  2. Work in compliance with existing policies, procedures, and Johnson & Johnson Code of Conduct.

  3. Implements Environmental Health and Safety (EHS) precautions

  4. Maintains good condition of all company equipment, vehicle, computer, communication devices, and etc.

  5. Prepares expense reports periodically

     

 


Qualifications
  • University degree in Engineering (Preferably Electric & Electronics, Physics, Biomedical, Computer)
  • 1- 3 years of service experience, preferred in the medical arena, in digital & analog electronics as well as optics and mechanics
  • Excellent command of English
  • Excellent communication, problem solving and customer oriented skills.
  • Good knowledge of MS Office applications
  • Having B type driver's license & minimum 2 years active driving experience
  • No travel restrictions both domestic and international

  • No military obligation (for male candidates)

Primary Location
Turkey-Istanbul-Istanbul-
Organization
Johnson & Johnson Sihhi Malzeme Ltd. (7347)
Job Function
Selling
Requisition ID
1805691873W