Clinical Support Specialist // Johnson & Johnson

Johnson & Johnson MedTech is the world leader in the electrophysiology market: the diagnostic and treatment by catheter ablation of cardiac arrythmias. Our growth has enabled a relentless focus on talent development by providing many new opportunities for our employees to expand their knowledge and develop their careers. Our commitment to developing our leaders is unwavering and our investment in people, technology, and innovation make us one of the best places to work within one of the most admirable corporations in the world.

The Clinical Support Specialist (CSS) will provide expert technical and product advice/assistance as well as training to physicians, EP lab staff, technicians and administrators regarding all aspects of J&J systems and catheter equipment in a manner of utmost professionalism.

Main Responsibilities:

• The main duty is on providing support during electrophysiology interventions at hospital for the use of BWI 3D Navigation system (CARTO 3) and other BWI mapping and ablation technologies
• Together with Territory Sales Manager (TM) or Account Manager (AM), seek sales opportunities and drive business objectives within the defined territory and accounts.
• Support the achievement of predefined business goals
• Assist customers and use consultative selling techniques to identify potential sales opportunities within the account
• Together with the European Technical team ensure servicing, maintenance, repair and co-ordinate functioning of all sites and upgrades of soft- and hardware
• Create awareness of BWI solutions and facilitate contact between the Area Manager, Account Manager and/or the sales responsible person and the key decision-makers to drive our business.
• Engage in meaningful dialogue with multiple business partners and then formulate possible solutions accordingly
• Responsible for improving customer case support capability through efficient planning and scheduling techniques, driving collaboration, and maintaining consistent, open lines of communication with all team members both internal/external and/or local/international.
• Collaborate with sales and clinical colleagues and internal partners, to develop and grow mutually beneficial customer relationships within and beyond the EP lab, including, but not limited to physicians, nurses, technicians as well as hospital administrators and staff.
• Remain current on company products instructions for use (IFU), methodologies, technical troubleshooting and relevant scientific clinical literature and new product information.
• Prioritize and appropriately respond to requests in a high-pressured, stressful environment, maintain composure and focus whilst problem solving in stressful situations.
• Train new BWI team members
• Responding daily to requests via email & telephone from customers, physicians as well as other internal and external partners.
• Administrative work such as Customer Relationship Management systems, managing account documentation, complaints, following Safety and Environmental practices, compliance training, expense reporting, company system input and maintaining Safe Fleet standards according to Company guidelines.
• Ensuring personal and company compliance with all Federal, State, local and company regulations, policies and procedures.