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Ethicon Resource Specialist II Nurse - Remote US - Johnson & Johnson Medical Devices Companies - 2406163516WDescriptionJohnson & Johnson Medical Devices Companies, a member of the Johnson & Johnson Family of Companies, is recruiting for an Ethicon Resource Specialist II Nurse. This position is remote based in the US.Ethicon, part of the Johnson & Johnson Medical Devices Companies, has made significant contributions to surgery for more than 60 years from creating the first sutures, to revolutionizing surgery with minimally invasive procedures. Our continuing dedication to Shape the Future of Surgery is built on our commitment to help address the world's most pressing health care issues and improve and save more lives. Through Ethicon's surgical technologies and solutions including sutures, staplers, energy devices, trocars and hemostats and our commitment to treat serious medical conditions like obesity and cancer worldwide, we deliver innovation to make a life-changing impact. For more information, visit www.ethicon.com .POSITION SUMMARYThe Ethicon Resource Specialist II Nurse is responsible for providing exceptional customer support to external and internal customers during biomed and/or nurse related support inquiries. Role requires systems management and data reporting. Additionally, you will be collaborating with the Lead and Senior Analyst Nurse and Lead and Senior Analyst Biomed on internal processes and policies, as well as coordinating training and support for the Ethicon Resource Department (ERD) team on SME products. In collaboration with the Leads and Seniors, the Ethicon Resource Specialist II Nurse will be providing support on the development and improvement of processes, procedures, and practices as they relate to the Ethicon Resource Department in coordination with the Senior Director, Ethicon Commercial Operations.ESSENTIAL DUTIES AND RESPONSIBILITIESUnder general direction and in accordance with all applicable federal, state and local laws/regulations and Corporate Johnson & Johnson, procedures and guidelines, the responsibilities for this position include:
Provides support to team providing services and support pertaining to Ethicon/J&J. Acts as resource gap within Ethicon Resource Specialists (ERS) Nurses and/or ERS Biomed teams.
Handles customer support calls accessed through the toll-free lines or through other appropriate communications. Ensures 24/7 support for customers who require immediate access to a healthcare professional to resolve product and procedure issues for disposable and capital products by participating in weekend and off-hours emergency on-call support.
Maintains tools/systems.
Maintains independent metrics.
Identifies process improvements to ensure ERD efficiencies and effectiveness.
Collaborates with leadership to ensure balanced, robust and accurate ERD processes that are compliant to Ethicon policy/procedures.
Coordinates and supports ERD product/procedure training.
Project management, if assigned.
Partners with colleagues; identifies and implements changes/solutions. Supports continuous improvements in current processes and creation of new capabilities to meet future needs.
Responsible for communicating business-related issues or opportunities to next management level.
Responsible for ensuring personal and Company compliance with all Federal, State, local and Company regulations, policies, and procedures.
Fulfills other duties assigned as needed.
QualificationsEducation/Training & Experience:
Minimum of a bachelor’s or advanced degree with an active RN license or equivalent certification/experience is required.
Minimum of 2-4 years dynamic experience within a health care environment, medical contact center and/or experience handling customer/patient service issues within a medical environment is preferred.
Minimum of 3 years in a customer-facing role is preferred.
Ability to demonstrate strong leadership skills is required.
Ability to multitask and prioritize projects is required.
Knowledge of Ethicon/ERD tools (i.e., Optimizer, ECM, Service & Repair, SharePoint, iPad apps, etc.) is preferred.
Knowledge of Medical Device Regulations is preferred.
Skill Sets:
Ability to demonstrate excellent written, oral and presentation skills is required (advanced Word, Excel, Outlook and PowerPoint).
Excellent customer service/customer focus is required.
Detail-oriented with decision making skills and strong social skills is required.
Critical thinking/problem solving skills/strong analytical skills is required.
Ability to take initiative, be results-oriented and handle multiple complicated deliverables simultaneously is required.
Ability to establish and maintain credibility as a knowledgeable business partner and collaborate with internal and external partners across business functions at all levels is required.
Additional Position Requirements:
The work environment is a remote setting requiring stable home internet access with occasional in-office requirements.
Up to 20% of domestic travel with occasional weekend travel may be required.
The employee must be able to lift or move up to 30 pounds.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
A pre-identified candidate for consideration has been identified. However, all applications will be considered.The anticipated base pay range for this position is $61,000 to $97,750.The Company maintains highly competitive, performance-based compensation programs. Under current guidelines, this position is eligible for an annual performance bonus in accordance with the terms of the applicable plan. The annual performance bonus is a cash bonus intended to provide an incentive to achieve annual targeted results by rewarding for individual and the corporation’s performance over a calendar/performance year. Bonuses are awarded at the Company’s discretion on an individual basis.Employees and/or eligible dependents may be 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.Employees may be eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).Employees are eligible for the following time off benefits:
Vacation – up to 120 hours per calendar year.
Sick time - up to 40 hours per calendar year.
Holiday pay, including Floating Holidays – up to 13 days per calendar year.
Work, Personal and Family Time - up to 40 hours per calendar year.
For additional general information on Company benefits, please go to: https://www.careers.jnj.com/employee-benefits .This job posting is anticipated to close on 02/05/24. The Company may however extend this time-period, in which case the posting will remain available on https://www.careers.jnj.com to accept additional applications.For more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit www.careers.jnj.com .Johnson & Johnson Family of Companies are equal opportunity employers, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by law.For more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit www.careers.jnj.com .Johnson & Johnson Family of Companies are equal opportunity employers, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by law.Primary Location NA-United StatesOrganization DePuy Synthes Sales, Inc. (6032)Job Function Technical Customer ServiceReq ID: 2406163516W
