Technical Customer Support Specialist

Get 360Pharma; Netherlands; On-site; EUR 45,000 - 65,000; Full time

Job summary

Johnson & Johnson in the Netherlands seeks an experienced Engineer, Technical Customer Support to provide on-site technical service for surgical and diagnostic equipment across markets.

You will install, inspect, repair and document equipment, manage service contracts, and support customers with rapid issue resolution while ensuring QA compliance and safety standards. This role may require travel and collaboration with field operations and sales teams.

Qualifications

• Associate degree in medical electronics or equivalent
• 1 year service experience preferred in medical industry
• Familiarity with ophthalmic or diagnostic equipment is a plus
• Strong verbal and written communication in local language and English

Responsibilities

• Provide on-site technical support, performing safety checks, preventive maintenance, repairs, and upgrades
• Install, commission, and document surgical equipment according to QA standards
• Maintain and update service records, device history files and warranty tracking
• Manage complaint processes and drive continuous product improvement
• Oversee tools and test equipment; support service contract and package sales
• Engage with customers across markets, understand local requirements and support international meetings

Skills

Technical troubleshooting

On-site service

Customer support

English proficiency

Local language proficiency

Education

Associate degree in medical electronics

Job description

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