Specialist Technical Customer Support

The engineer, Technical Customer Support is located in areas with high market presence of J&J medical equipment, Cataract, Refractive & OSD surgery. One prime purpose of the specialist is to provide technical service in cultural and geographic proximity to customers. This will allow J&J to offer professional and fast support to our customers. Further, Specialist, Technical Customer Support can develop, improve and extend existing customer relationships, resulting in incremental sales of services (Service contracts). Specialist will be key for J&J to closely track performance of medical equipment, respond quickly to customer enquiries and provide accurate feedback on system usage, performance and customer satisfaction. In her/his technical role, is integrated in the European Field operations, with close relationship to the local equipment manager and sales. He will actively approach customers in regard to sales of services. J&J Field Service operates in a European network, occasional travel on short term notice within EAM if required. It is expected that Specialist, Technical Customer Support has a significant positive impact on generation of incremental revenue through their support activities

Responsibilities:

• Provide on‑site technical support, performing safety checks, preventive maintenance, repairs, and required system enhancements.
• Deliver, install, commission, and document J&J surgical equipment according to Quality Management System standards.
• Maintain and update installed base records, device history files, performance data, and warranty tracking.
• Manage the complaint process, driving continuous product improvement and ensuring full compliance with J&J procedures.
• Oversee trunk stock, tools, and test equipment while supporting service contract and service package sales.
• Support critical customer situations across markets, manage key accounts, and communicate specific local requirements.
• Address local market priorities, handle trade‑in/out programs, de‑installations, recycling, and participate in international technical meetings.

Qualifications:

• Associate degree in medical electronics, post‑secondary technical training, or equivalent education.
• Minimum of 3 years of service experience, ideally within the medical industry.
• Familiarity with ophthalmic or diagnostic equipment used in surgical environments is an advantage.
• Strong proficiency in the local language.
• Good oral and written command of English.
• Additional language skills are considered a plus.
• Solid technical understanding and hands‑on troubleshooting capability in medical‑related equipment.
• Operates independently within established guidelines, applying sound judgment and initiative to prioritize and execute responsibilities, while not carrying direct supervisory duties.

Preferred Skills:

Analytical Reasoning, Business Behavior, Communication, Continuous Improvement, Controls Compliance, Customer Service, Customer-Support, Customer Support Operations, Customer Support Trends, Data Gathering and Analysis, Execution Focus, Facilitation, Incident Management, Project Management Office (PMO), Report Writing, SAP Field Service Management, Service Request Management, Technical Credibility

Location: Amsersfoort, Utrecht, NL