Field Service & Support Specialist

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 jnj.com . As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit. Job Function: Customer Management Job Sub Function: Technical Field Service Job Category: Business Enablement/Support All Job Posting Locations: Zuchwil, Switzerland Job Description: DePuy Synthes is recruiting for a The Field Service & Support Specialist, located   in Zuchwil, Switzerland The Field Service & Support Specialist’s primary responsibility centers around technical and clinical support of   Velys   Digital Surgery (Orthopedics) hardware .    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   for   managing   the customer support system in the installation,   service   and repair of all capital products ( Velys   Dig). Responsible for interaction with customers over the phone and in person for the handling of customer technical   inquiries   and complaints.     Key   Responsibilites :   Technical & Clinical Application Support:   Leads necessary technical steps to prepare for DePuy Synthes hardware (hereinafter “hardware”) installation for the company (internal and external events) and operating room (OR)   Supervises required actions on preventive maintenance, repair, field   action,   and software updates .   Supports   companies   and 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 non-clinical and 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   a regular   basis to ensure   optimal   usage,   storage,   and maintenance .   Capital Equipment Selling Consulting:   Consults sales team and customers:   optimal   hardware set up for events and in   the operating   room .   Supports   the 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   training   and events .     Aftersales & Customer Support Coordination:   Serves as   a commercial   organization’s DRI for teams like Marketing, 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   limited   to liaising with other internal   functions   to   ensure   flowless service provision to customers .   Holds up-to-date knowledge of hardware