Clinical Service Specialist

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit. **Job Function:** Customer Management **Job Sub** **Function:** Technical Customer Service **Job Category:** Business Enablement/Support **All Job Posting Locations:** Irvine, California, United States of America **Job Description:** **JOB SUMMARY** Johnson & Johnson is currently recruiting for a **Cl** **inical Service Specialist** to be based at **Irvine, CA** . **ABOUT ELECTROPHYSIOLOGY** Fueled by innovation at the intersection of biology and technology, we're developing the next generation of smarter, less invasive, more personalized treatments. As Johnson & Johnson MedTech Electrophysiology, we have one goal - to ensure those with atrial fibrillation can live the lives they want. For more than 30 years, we've been the global market leader in the science and technology of cardiac arrythmia treatment. Our suite of tools means electrophysiologists are empowered to personalize their approaches for patients with effective and reproducible workflows. Together, we're changing what it means to be diagnosed with atrial fibrillation or other cardiac arrhythmias. Your unique talents will help patients on their journey to wellness. Learn more at The Clinical Service Specialist provides support on the use of Johnson and Johnson Medical Device products, including, but not limited to, Biosense Webster Inc. The specialist is responsible for interacting with customers over the phone and occasionally in person and handling customer technical inquiries and complaints. **DUTIES & RESPONSIBILITIES** **Provide expert clinical products and technical assistance to internal and external customers with 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.** **Accurately input product complaints are reported via phone or other channels of communication.** **Act as a technical educational consultant to Call Center Customer Support Representatives (CSRs** **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.** **-Toubleshoot/diagnose and resolve technical difficulties to avoid delays in customers' patient case procedures.** **Support the release of Johnson and Johnson's 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 Customer Service Representative (CSRs).** **Manage customer expectations regularly before and after interactions to ensure customer satisfaction.** **Completes documentation and administrative tasks per policy and procedures promptly.** **Log in to the Call Center phone support system and be available for calls during scheduled hours.** **Perform field rides along with local field service and commercial teams.** **Complete required travel (

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