Clinical Service Specialist (Remote) Biosense Webster, Inc. ID-2379

December 2, 2024

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.

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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).
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

QUALIFICATIONS

Bachelor’s Degree in STEM related field, or 4 years of relevant professional work/military experience.
Minimum of 4 years clinical or technical work experience in a patient care or hospital environment.
Experience working with highly complex technical systems
Must be available to work anytime during operating hours form 4AM-5PM Pacific Standard Time.
Must be an effective communicator
Problem solver who can think critically in high pressure environments
Able to take large amounts of data and translate information into actionable insights

Johnson & Johnson is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

For more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit www.careers.jnj.com.

Clinical Service Specialist (Remote) Biosense Webster, Inc. ID-2379

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

DISCLAIMER

Other Jobs You May Be Interested In

Clinical Service Specialist (Remote) Biosense Webster, Inc. ID-2379

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

5. HOW DO YOU PROCESS INFORMATION?

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

8. HOW TO PRIORITIZE WORK?

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

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