Clinical Service Specialist (Remote) Biosense Webster, Inc. ID-2126

The Clinical Service Specialist provides support on the use of Johnson and Johnson Medical Device products including, but not limited to Biosense Webster Inc., and Acclarent. Responsible for interaction with customers over the phone and occasionally in person, for the handling of customer technical inquiries and complaints.

Under limited and in accordance with all applicable federal, state and local laws/regulations and Corporate Johnson and Johnson, procedures and guidelines, this position:

Provide expert clinical product and technical assistance to internal and external customers on the use of BWI, Acclarent, and other Johnson and Johnson medical device systems (e.g. the CARTO® system and associated software modules/RF generator/catheters; the TruDi® system and associated devices).

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  • 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) and Clinical Service Associates (CSAs)
  • 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 and Johnson 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 CSAs and CSRs.
  • Manage customer expectations on a regular basis before and after various interactions to ensure customer satisfaction.
  • Completes documentation and administrative tasks per policy and procedures in a timely manner.
  • Log in to Call Center phone support system and be available for calls during scheduled hours.
  • Perform field ride along with local field service and commercial teams.
  • Position requires sitting for extended periods of time.

Performs other duties assigned as needed.

  • Location is Fully Remote. This is a Call Center position and operating hours are from 4AM-5PM Pacific Standard Time.
  • The anticipated base pay range for this position is $62,700 to $113,300
  • Employees and/or eligible dependents may be eligible to participate in the following Company sponsored employee benefit programs: medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance.
  • Employees may be eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).
  • This position is eligible to participate in the Company’s long-term incentive program.

Employees are eligible for the following time off benefits:

  • Vacation – up to 120 hours per calendar year
  • Sick time - up to 40 hours per calendar year; for employees who reside in the State of Washington – up to 56 hours per calendar year
  • Holiday pay, including Floating Holidays – up to 13 days per calendar year
  • Work, Personal and Family Time - up to 40 hours per calendar year

Clinical Service Specialist (Remote) Biosense Webster, Inc. ID-2126

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