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**Job Function: **
Customer Management
**Job Sub Function: **
Technical Field Service
Job Category:
Professional
All Job Posting Locations:
Bogotá, Distrito Capital, Colombia, São Paulo, Brazil
Job Description:
This role will act as a regional technical subject matter expert, providing pre-sales and sales-cycle technical support for connected medical devices and associated software solutions.
The position requires close collaboration with regional sales teams and cross-functional stakeholders, as well as strong interaction with customers’ technical, IT, and clinical teams. The role will also coordinate with global teams to ensure alignment with standardized processes and global connectivity strategies.
Essential duties and responsibilities:
Technical Service Activities
- Provide rapid, accurate, and knowledgeable responses to customer technical inquiries throughout the sales cycle across LATAM.
- Partner with Regional Sales Managers and Account Managers to support customer engagements, including technical presentations, connectivity discussions, and Q&A sessions with hospital stakeholders.
- Act as a technical liaison between customers and internal teams, supporting the completion of IT/IS security questionnaires and addressing hospital connectivity, cybersecurity, and software architecture questions.
- Analyze customer feedback and collaborate with Service, Engineering, R&D, Clinical Engineering, and Customer Success teams to address technical concerns and drive continuous improvement.
- Serve as a regional subject matter expert on connected medical devices, software, cloud infrastructure, and hospital network integration.
- Ensure customer requirements and feedback are clearly communicated to global teams to maintain alignment with standardized processes.
- Stay informed on industry trends, hospital IT requirements, cybersecurity standards, and connected medical device regulations relevant to LATAM markets.
Compliance & Core Responsibilities
- Knowledge, practice, and compliance with the Johnson & Johnson Credo.
- Knowledge and compliance with J&J Quality, Safety, Occupational Health, and Environmental policies.
- Ensure compliance with all local regulations, company policies, procedures, and quality requirements.
- Maintain complete and accurate physical and digital service records in accordance with regulatory and procedural requirements.
**Job location: **São Paulo/Brazil or Bogotá/Colombia
Job Requirements
Essential knowledge and skills:
- Degree in Electrical Engineering / Electronic / Mechatronic or related field
- Minimum of three (3) years experience in related field
- Fluent English
- Spanish/Portuguese is desirable
- Valid driver’s license (company vehicle provided).
Special requirements:
Up to 20% travel availability (domestic and international)
**Required Skills: **
Preferred Skills:
Analytical Reasoning, Business Behavior, Coaching, Communication, Continuous Improvement, Cross-Functional Collaboration, Customer Service, Customer Support, Customer Support Operations, Customer Support Trends, Data Gathering and Analysis, Facilitation, Incident Management, Problem Solving, Project Management Office (PMO), Service Request Management, Technical Credibility