Technical Customer Support Specialist

Biopharma Careers; Amersfoort; On-site; EUR 54,000 - 85,000; Full time

Benefits offered by this job

Annual bonus

Vacation days

Parental leave

Well-being programs

Insurance plans

Job summary

Johnson & Johnson is seeking an Engineer, Technical Customer Support to provide on-site technical support for surgical equipment across markets in Europe. You will perform safety checks, maintenance, and implement system enhancements to ensure patient safety and service quality.

The role requires familiarity with ophthalmic or diagnostic equipment and strong English and local language skills, plus the ability to travel occasionally within the European region.

Qualifications

• Associate degree in medical electronics, post-secondary technical training, or equivalent education.
• Strong proficiency in the local language and good command of English.
• Solid technical understanding and hands-on troubleshooting in medical equipment.

Responsibilities

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

Skills

Technical troubleshooting

Customer service

English proficiency

Local language proficiency

Education

Associate degree in medical electronics

Post-secondary technical training

Tools

Ophthalmic equipment familiarity

Job description

At Johnson & Johnson,we believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented, treated, and cured,where treatments are smarter and less invasive, andsolutions 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 jnj.com .

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:

Amersfoort, Utrecht, Netherlands

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.

Preferred 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:

• 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.
• 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.
• service anniversary and recognition awards
• 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.