Customer Engagement Lead – Service

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

Job Function: Customer Management

Job Sub Function: Non-Technical Customer Service

Job Category: Professional

All Job Posting Locations: New Brunswick, New Jersey, United States of America, Remote (US), Santa Clara, California, United States of America, Tampa, Florida, United States of America

Job Description:

J&J MedTech is recruiting for an Installation Concierge for Service (Customer Engagement Lead – Service), preferably located in the Eastern/Central time zone for remote work and travel as required.

Location:

This is a field-based/remote role available in all states within United States. While specific cities are listed in the Locations section for reference, please note that they are examples only and do not limit your application. We invite candidates from any location to apply.

About MedTech

Fueled by innovation at the intersection of biology and technology, we're developing the next generation of smarter, less invasive, more personalized treatments.

Your unique talents will help patients on their journey to wellness. Learn more at

The Installation Concierge (IC) is responsible for leading and organizing support of all known serviceable Robotic & Digital Solutions events with customers. As an Installation Concierge, you'll be the first point of contact for customers during the setup of our innovative robotic systems. Your role is to ensure seamless installation experiences, provide exceptional customer support, and promote a cohesive understanding of our advanced technology.

As the liaison between hospital stakeholders and internal groups on behalf of Service, the IC will ensure requirements are communicated and met effectively prior to engineer dispatch for scheduled service events. Understanding external customers needs and requirements will be critical to influencing and shaping internal go-to-market capabilities. This person is passionate about the customer experience and makes decisions with that as a priority.

• Demonstrating outstanding customer engagement and maintaining knowledge of applicable J&J MedTech products and services within Ottava Service Solutions.
• Act as the primary on-site liaison during robotic system installations
• Coordinate with clients, engineers, and technical teams to facilitate smooth setup.
• Provide hands-on assistance with installation procedures and troubleshooting.
• Educate clients on system operation, maintenance, and required scheduled services.
• Ensure installation meets quality standards and client specifications.
• Document installation processes, issues, and solutions for future reference.
• Support post-installation scheduled services
• Maintain a professional and friendly presence, representing Capital Robotic Systems positively.
• Managing processes and resources specific to Surgery Service areas
• Focusing on the coordination, facilitation, and dissemination of information regarding customer experience J&J product lines and related field activity as new products are supported within Ottava Service Solutions.

• 7 years experience in medical device, field/support roles experience preferred
• Clear and concise written and verbal communication skills are essential.
• Understanding of robotics programs, automation, or engineering concepts a plus.
• Strong organizational skills and attention to detail.
• Willingness to travel and work on-site at various client locations.
• Positive attitude and a customer-first mentality.
• Previous experience working within a surgical environment is very beneficial.
• Excellent customer support/customer focus is needed.
• A diligent, flexible / adaptable approach is an asset.
• A demonstrated ability to effectively prioritize- complex and contending priorities on time to produce desired outcomes is required.
• Critical thinking / problem-solving skills and strong decision-making skills are crucial.
• A strong teammate who is also a strong individual contributor who can drive positive business outcomes is extremely beneficial.
• The ability to assess and modify internal processes by contributing recommendations for continuous improvement
• Ability to coordinate with peers and positively address conflicts is necessary.
• Need to use effective and supportive communication with customers during complaint resolution or crisis situations is required.
• Knowledge of Medical Device Regulations, Laboratory Instrumentation Regulations, or similar environment in compliance to ISO 13485 and 21 CFR is preferred.
• ERP and CRM application experience is preferred.
• In-depth knowledge of products and services provided by the J&J companies is beneficial.

Johnson & Johnson is an 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, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants' needs. If you are an individual with a disability and would like to request an accommodation, please contact us via or contact AskGS to be directed to your accommodation resource.

#jnjmedtech #LI-remote

The anticipated base pay range for this position is :

Salary Range $91,000-$147,200 / $105,000 - $169,050 Bay Area Only

Additional Description for Pay Transparency:

Subject to the terms of their respective plans, employees and/or eligible dependents are 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. Subject to the terms of their respective plans, employees are eligible to participate in the Company's consolidated retirement plan (pension) and savings plan (401(k)). Subject to the terms of their respective policies and date of hire, Employees are eligible for the following time off benefits: Vacation –120 hours per calendar year Sick time - 40 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year Holiday pay, including Floating Holidays –13 days per calendar year Work, Personal and Family Time - up to 40 hours per calendar year Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child Condolence Leave – 30 days for an immediate family member: 5 days for an extended family member Caregiver Leave – 10 days Volunteer Leave – 4 days Military Spouse Time-Off – 80 hours Additional information can be found through the link below.