Customer Technical Support Tier II Job

Company Name:
J&J Family of Companies
Johnson & Johnson companies are equal opportunity employers.
Customer Technical Support Tier II
Animas, Inc., a member of the Johnson & Johnson Family of Companies, is recruiting for a Customer Technical Support Representative Tier 2 located in Wayne, PA.
Animas Corporation, a fully-integrated global company within the Johnson & Johnson family of companies, is an innovator in insulin pump technology, with products such as the ground-breaking OneTouch Ping. The company is experiencing an unprecedented period of strong growth, outpacing the rapid market growth in the insulin delivery category. As part of the Johnson & Johnson Diabetes Franchise, the company's mission is to create a world without limits for people with diabetes. Animas is dedicated to making diabetes management easier through product innovation, exceptional customer support and customized education programs. Our mission is to improve the lifestyle of our patients, reduce the long-term morbidity of the disease and lower healthcare costs.
The Customer Technical Support Representative Tier 2 is responsible for taking inbound calls and emails from customers in the call center, providing technical support on Animas manufactured or distributed products. The Customer Technical Support Representative Tier 2 is a clinician (LPN) who can use their clinical skills to appropriately manage and assess customer needs for technical support, disease management or urgent care and capture the content of that communication in accordance with applicable regulations, standards, and department procedures.
Customer Technical Support Representative Tier 2 provides technical support to Animas customers or their HCP's with regard to use of Animas products and accessories via phone or email. Appropriately identifies the need for medical intervention due to health crisis and implements the appropriate actions to ensure customer safety. Appropriately identifies customer complaints and executes Smart Script to adequately reflect the customer complaint/allegation and request for technical assistance. Accurately captures and characterization the customer contact in accordance with all government and global regulations, standards and department procedures. Ensures that initial assessment of any potential health and safety issues are completed and clearly documented as part of the call capture. Requests as needed the return of product in order to facilitate complaint investigation and/or in accordance to the Animas Warrantee policy. Works in Communication Tab processing and completing customer contacts. Completes customer follow up and/or due diligence as required. Provides phone or email support for Clinical Trials associated with Animas future manufactured or distributed products.
LPN or Nursing Certification required. 1 year experience in clinical setting preferred. Experience conducting clinical assessment and providing diabetes education to patients and/or HCP preferred. Understands key concepts of diabetes management such as carbohydrate counting, Insulin sensitivity factor/ correction factor, insulin on board and blood glucose excursions is required. Excellent collaboration and influencing skills is required. Strong customer focus, as well as excellent judgment and decision making abilities is required. Ability to work independently is required. Excellent oral and written communication skills, as well as solid organizational and time management abilities are required. Strong computer skills, including proficiency with the Microsoft Office products is preferred.
Be VITAL in your career. Be seen for the talent that you bring to your work. Explore opportunities within the Johnson & Johnson Family of Companies.
Primary Location: North America-United States-Pennsylvania-Wayne
Organization: Animas Corporation (6150)
Job Function: Quality Assurance
Certain sites within the Johnson & Johnson Family of Companies participate in E-Verify as appropriate in accordance with Company guidelines and federal or state law. To learn more about the government sponsored program and to see a list of the sites that are currently enrolled, please click here.
Johnson and Johnson Family of Companies are equal opportunity employers, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status, or any other characteristic protected by law.
EEO is the Law
EEO is the Law GINA Supplement
Req ID
Date: Tue, 15 07 2014 00:00:00 GMT
Country: US
State: PA
City: Wayne
Postal Code: 19080
Locale: en_US

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