Job Description

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DePuy Synthes, a member of Johnson & Johnson's Family of Companies, is recruiting for a VELYS Product Support Specialist

• A candidate has already been identified for this role.

At DePuy Synthes, our mission is to keep people moving through innovations in orthopaedic surgery, support and education for providers, and a dedication to improving diversity, inclusivity, and equality throughout the healthcare system. With new advancements in orthopaedic devices, medical technology, and digital surgery across the continuum of care, we are proud to provide surgeons with solutions as diverse as their patients.

VELYS Product Support Specialist The VELYS Product Specialist is an essential member of the VELYS Digital Surgery platform. The product specialist serves as a primary point of contact for healthcare professionals, patients and Sales partners. This position requires a high level of professionalism and dedication to meeting all stakeholders' requests promptly and accurately in a fast-paced setting. Specific job responsibilities include:

• Serve as first point of contact on solution-specific inquiries by utilizing product documents. Become familiar with company web sites and applications available for healthcare professionals, patients and Sales partners.
• Perform coordination and tracking duties on solution startups and development. These duties include but are not limited to: Handling customer inquiries, training customers on the solution, partnering with research and development teams to prioritize account specifics item creation, generating status reports, and performing transactions in cloud-based case management system to ensure production milestones are achieved.
• Educate health care professionals, patients, and Sales partners about solution offerings and troubleshoot technical challenges in navigating customer web portals.
• Conduct demonstrations and trainings with healthcare professionals.
• Process new customer registrations and update/maintain existing customer portals.
• Provide web and mobile application navigational support for customers and patients.
• Direct collaboration with all internal production departments, development engineers and marketing managers.
• Serve as liaison between the customer and development team to ensure solution items are received in the proper format.
• Organize and keep track of a large number of documents for each customer.

QUALIFICATIONS

• Minimum of 3 years in customer-facing role (External and internal).
• Bachelor's degree required.
• Experience and/or managing customer phone calls, emails, including technical support.
• Ability to take initiative to improve processes and work with limited supervision.
• Strong verbal and written communication skills.
• Analytical and active listening skills that will lead to correct pathways to solve problems and offer solutions.
• Strong interpersonal skills with experience working in team-oriented project groups.
• Maintain a schedule of deadlines and tasks and possess the ability to prioritize effectively.
• Experience with Customer Relationship Management (CRM) software and tools preferred.
• Demonstrates high level of competency with Excel, Word, Outlook, Access, TEAMS, and PowerPoint

Johnson & Johnson is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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