About the Role
Driven by innovation at the intersection of biology and technology, Johnson & Johnson is developing the next generation of smarter, less invasive, and personalized treatments. The Surgery team offers the opportunity to deliver surgical technologies and solutions to surgeons and healthcare professionals worldwide, helping effectively treat common conditions such as obesity, cardiovascular disease, and cancer.
We are looking for the best talent for the position of Tech Support Specialist.
Purpose: This position acts as a regional technical expert responsible for supporting the installation, maintenance, connectivity, integration, and technical performance of medical devices and associated software solutions throughout Latin America (LATAM). The role combines advanced field service and depot (service center) activities with specialized expertise in hospital network integration, cybersecurity requirements, and connected medical technologies. Works closely with customers, field service teams, engineering, clinical teams, and global technical groups to ensure equipment reliability, regulatory compliance, and successful implementation of connected solutions.
Main Responsibilities
•Perform installation, preventive maintenance, corrective maintenance, and modifications of medical devices.
•Execute Service Center (Depot) activities, including diagnostics, repair, testing, software updates, refurbishing, and documentation of service activities.
•Perform field service activities at customer facilities, including installation, maintenance, and repair.
•Plan and coordinate service visits, ensuring availability of spare parts, tools, documentation, and necessary technical resources.
•Support complaint investigations and technical escalations in accordance with established regulatory and quality processes.
•Maintain accurate documentation and service records in applicable systems.
•Manage company-assigned assets, including tools, test equipment, spare parts inventory, computers, and service vehicles.
Connectivity and Technical Integration
•Act as regional technical expert on connected medical devices.
•Support implementation, validation, and troubleshooting of device connectivity solutions within hospital environments.
•Be the main technical point of contact for inquiries related to connectivity, networking, cybersecurity, and software.
•Provide support to customers' IT teams during implementation and integration activities.
•Resolve connectivity issues related to local networks.
•Coordinate technical escalations with global engineering, cybersecurity, and product support teams.
Compliance and General Responsibilities
•Know, practice, and comply with the Johnson & Johnson Credo.
•Know and comply with Quality, Safety, Occupational Health, and Environment policies.
•Ensure compliance with all local regulations, corporate policies, procedures, and quality requirements.
•Maintain complete and accurate technical, service, and regulatory records.
•Complete all assigned training within established deadlines.
Administrative Processes
•Execute daily Customer Service activities, including handling customer calls and logging service requests.
•Monitor and manage the assignment and return of loan equipment to customers.
•Coordinate and execute the temporary export process for equipment when necessary.
•Execute mandatory preventive maintenance schedules.
•Issue, control, and manage fiscal documents related to the movement of equipment and tools.
Travel Availability
•Availability to travel up to 40% of the time, both domestically and internationally.
Qualifications / Requirements
•Mechatronics/mechanical/electronic engineer or related fields.
•5 years of experience as a Field Engineer. Knowledge of connectivity solutions for hospital devices is required.
•Valid driver's license required.
•North American visa required.
•Own car required.
•English: Advanced.
•Desirable: Portuguese.
Preferred Skills
Analytical Reasoning, Business Behavior, Coaching, Communication, Continuous Improvement, Cross-Functional Collaboration, Customer Service, Customer Support, Customer Support Operations, Customer Support Trends, Data Gathering and Analysis, Facilitation, Incident Management, Problem Solving, Project Management Office (PMO), Service Request Management, Technical Credibility
