Technical Customer Support Specialist

Antler Co; Amersfoort; On-site; EUR 54,000 - 85,000; Full time

Benefits offered by this job

Annual bonus

Vacation days

Parental leave

Bereavement leave

Job summary

Johnson & Johnson seeks a skilled Specialist in Technical Customer Support to deliver on-site technical service for ophthalmic and diagnostic equipment, ensuring timely responses and high customer satisfaction. You will work within the European Field operations, liaising with local managers and sales to support service contracts.

The role emphasizes fast issue resolution, proactive customer engagement, and accuracy in feedback on system usage and performance.

Qualifications

• Associate degree or technical training in medical electronics or equivalent is required.
• 1 year service experience in medical industry is preferred.
• Familiarity with ophthalmic or diagnostic equipment used in surgical environments is an advantage.
• Strong proficiency in the local language and good command of English.
• Additional language skills are a plus.
• Solid technical understanding and hands-on troubleshooting in medical equipment.
• Independent work within guidelines without supervisory duties.

Responsibilities

• Provide on-site technical support, including safety checks, maintenance, repairs, and system enhancements.
• Deliver, install, commission, and document surgical equipment per Quality Management System standards.
• Maintain and update installed base records, device history, performance data, and warranty tracking.
• Manage the complaint process, drive product improvement and ensure compliance with procedures.
• Oversee trunk stock, tools, and test equipment; support service contracts and sales.
• Support critical customer situations across markets, manage key accounts, and communicate local requirements.
• Address local market priorities, handle trade-ins, de-installations, recycling, and participate in international technical meetings.

Skills

Accelerating

Applications Support

Customer Centricity

Customer Experience Management

Customer Retentions

Customer Support

Customer Support Operations

Customer Support Trends

Execution Focus

Incident Management

Issue Escalation

Problem Solving

Product Knowledge

Quality Services

Service Request Management

Technical Credibility

Education

Associate degree in medical electronics, post-secondary technical training, or equivalent education

Job description

Job Function

Customer Management

Job Sub Function

Technical Customer Service

Job Category

Business Enablement/Support

All Job Posting Locations

Amersfoort, Utrecht, Netherlands

Job Description

About Innovative Medicine

Our expertise in Innovative Medicine is informed and inspired by patients, whose insights fuel our science‑based advancements. Visionaries like you work on teams that save lives by developing the medicines of tomorrow.

Join us in developing treatments, finding cures, and pioneering the path from lab to life while championing patients every step of the way.

Learn more at https://www.jnj.com/innovative-medicine

The engineer, Technical Customer Support is located in areas with high market presence of J&J medical equipment, Cataract, Refractive & OSD surgery. One prime purpose of the specialist is to provide technical service in cultural and geographic proximity to customers. This will allow J&J to offer professional and fast support to our customers. Further, Specialist, Technical Customer Support can develop, improve and extend existing customer relationships, resulting in incremental sales of services (Service contracts). Specialist will be key for J&J to closely track performance of medical equipment, respond quickly to customer enquiries and provide accurate feedback on system usage, performance and customer satisfaction. In her/his technical role, is integrated in the European Field operations, with close relationship to the local equipment manager and sales. He will actively approach customers in regard to sales of services. J&J Field Service operates in a European network, occasional travel on short term notice within EAM if required. It is expected that Specialist, Technical Customer Support has a significant positive impact on generation of incremental revenue through their support activities

Responsibilities

• Provide on‑site technical support, performing safety checks, preventive maintenance, repairs, and required system enhancements.
• Deliver, install, commission, and document J&J surgical equipment according to Quality Management System standards.
• Maintain and update installed base records, device history files, performance data, and warranty tracking.
• Manage the complaint process, driving continuous product improvement and ensuring full compliance with J&J procedures.
• Oversee trunk stock, tools, and test equipment while supporting service contract and service package sales.
• Support critical customer situations across markets, manage key accounts, and communicate specific local requirements.
• Address local market priorities, handle trade‑in/out programs, de‑installations, recycling, and participate in international technical meetings.

Qualifications

• Associate degree in medical electronics, post‑secondary technical training, or equivalent education.
• Ideally 1 year of service experience, ideally within the medical industry.
• Familiarity with ophthalmic or diagnostic equipment used in surgical environments is an advantage.
• Strong proficiency in the local language.
• Good oral and written command of English.
• Additional language skills are considered a plus.
• Solid technical understanding and hands‑on troubleshooting capability in medical‑related equipment.
• Operates independently within established guidelines, applying sound judgment and initiative to prioritize and execute responsibilities, while not carrying direct supervisory duties.

At Johnson & Johnson, we want every candidate to feel supported throughout the hiring process. Our goal is to make the experience clear, fair, and respectful of your time.

Required Skills

Accelerating, Applications Support, Customer Centricity, Customer Experience Management, Customer Retentions, Customer Support, Customer Support Operations, Customer Support Trends, Execution Focus, Incident Management, Issue Escalation, Problem Solving, Product Knowledge, Quality Services, Service Request Management, Technical Credibility

The Anticipated Base Pay Range For This Position Is

€53.500,00 - €85.445,00

Benefits

In addition to base pay, we offer the following benefits*: an annual bonus with set target (% of pay) depending on pay grade / location, where the actual amount is based on the employees’ and companies’ performance of the previous calendar year, or sales commissions. Moreover, we offer vacation days, parental leave for a minimum of 12 weeks, bereavement leave, caregiver leave, volunteer leave, well‑being reimbursement, programs for financial, physical and mental health. We also offer service anniversary and recognition awards, and subject to the terms of their respective plans, employees - and in some location’s eligible dependents - can participate in several insurance plans. For more information, visit Employee benefits | Supporting well-being & career growth | Johnson & Johnson Careers.

• This is for informative purposes only. Amounts and actual benefits may vary by location and are subject to change.