Technical Customer Support Specialist in Istanbul, Turkey

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J&J Family of Companies

Technical Customer Support Specialist – 2406186460W


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The Technical Customer Support Specialist is located in areas with high market presence of J&J medical equipment, cataract and refractive surgery as well as OSD treatment.

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, Technical Customer Support Specialist 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 Technical Customer Support Specialist has a significant positive impact on generation of incremental revenue through their support activities.

Field Service:

  • Provide first line on site support to address local customer issues.

  • Perform required safety checks, preventive maintenance and repair as per applicable legal requirements, MDD and in-line with J&J systems service policy.

  • Implement compulsory, mandatory or performance related enhancements to the installed base.

  • Delivery, installation and commissioning of J&J surgical equipment

Reporting & Administrative:

  • Perform all work according to J&J’s Quality Management System.

  • Maintain and update local market installed base list and device history file.

  • Provide regular updates on performance records, warranty tracking and / or customers inquiries in particular.

  • Following the J&J complaint process.

  • Actively drive the complaint process for J&J continuous product improvement.

  • Management of parts trunk stock.

  • Maintenance of tools and test equipment.

Service Sales and Marketing:

  • Initiate and drive sales of service contracts, contract business & service packages.

Customer Support:

  • Support areas outside of their market to address critical customer situations if requested under consideration of local requirements.

  • Takes care for key accounts in local markets.

  • Evaluate and communicate specific local market requirements.


  • Address local market priorities, utilizing Tech Support resources.

  • Trade in / trade out programs, second hand units, de-installation and recycling.

  • Actively participate in international technical meetings


License degree in engineering, electronics, biomedical, physics, optics, or equivalent.

Minimum experience (number of month/years and type of work experience beyond formal education) required for competent performance:

3 years of service experience preferred in medical industry. Familiarity with ophthalmic or diagnostic equipment used in surgery environment a plus.

Local language plus good knowledge of English oral and written.

Additional language a plus.

Primary Location Europe/Middle East/Africa-Turkey-Istanbul-Istanbul

Organization Johnson & Johnson Sihhi Malzeme Ltd. (7347)

Job Function Technical Field Service

Req ID: 2406186460W

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