Description
At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at jnj.com.
As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.
Job Function:
Customer ManagementJob Sub Function:
Technical Field ServiceJob Category:
ProfessionalAll Job Posting Locations:
Guarulhos, São Paulo, Brazil, São Paulo, BrazilJob Description:
Job title: Technical Service Specialist (LATAM)
Reporting to: LATAM Service & Repair Sr Manager
Functional group: Service & Repair
Job Description
Overall purpose of job:
This role serves as a regional technical expert responsible for supporting the installation, maintenance, connectivity, integration, and technical performance of medical devices and associated software solutions across LATAM.
The position combines advanced field and depot service activities with specialized expertise in hospital network integration, cybersecurity requirements, and connected medical technologies. The role works closely with customers, field service teams, engineering, clinical teams, and global technical stakeholders to ensure equipment reliability, compliance, and successful deployment of connected solutions.
Essential duties and responsibilities:
Connectivity & Technical Integration
Serve as the regional technical subject matter expert for connected medical devices.
Support implementation, validation, and troubleshooting of device connectivity solutions within hospital environments.
Act as the primary technical interface for connectivity, networking, cybersecurity, and software-related inquiries.
Support customer IT teams during deployment and integration activities.
Troubleshoot connectivity issues involving local networks.
Coordinate technical escalations with global engineering, cybersecurity, and product support teams.
Technical Service Activities – Depot & Field
Perform installation, preventive maintenance, corrective maintenance and modification of medical devices.
Execute Service Center (Depot) activities, including diagnostics, repairs, testing, software updates, refurbishment, and documentation of service activities.
Execute Field Service activities at customer sites, including installation, maintenance and repair.
Plan and coordinate service visits, ensuring availability of required parts, tools, documentation, and technical resources.
Support complaint investigations and technical escalations according to established quality and regulatory processes.
Maintain accurate service documentation and records in applicable systems.
Manage assigned company assets, including tools, test equipment, spare parts inventory, computers, and service vehicles.
Compliance & Core Responsibilities
Knowledge, practice, and compliance with the Johnson & Johnson Credo.
Knowledge and compliance with Quality, Safety, Occupational Health, and Environmental policies.
Ensure compliance with all local regulations, company policies, procedures, and quality requirements.
Maintain complete and accurate technical, service, and regulatory records.
Complete all assigned training within established timelines.
Special requirements:
Up to 30% travel availability (domestic and international)
Job location:
São Paulo/SP
Job Requirements
Essential knowledge and skills:
Bachelor’s degree in Biomedical Engineering, Electrical Engineering, Electronics Engineering, Mechatronics Engineering or a related technical field.
Minimum of five (5) years of experience in medical device service, technical support, connectivity solutions or a related technical function.
Strong understanding of networking fundamentals.
Experience supporting connected medical devices.
Experience working directly with customers, hospital IT departments, Clinical Engineering teams, and cross-functional technical stakeholders.
Advanced English proficiency.
Spanish is desirable.
Valid driver's license is required.
Core competencies required for this role:
Business understanding
Problem solving
Sense of Urgency
Teamwork
Results and Performance Driven
Customer Focus
Communication
Required Skills:
Preferred Skills:
Accelerating, Applications Support, Business Behavior, Coaching, Customer Centricity, Customer Experience Management, Customer Retentions, Customer Support, Customer Support Operations, Customer Support Trends, Data Analysis, Issue Escalation, Problem Solving, Product Knowledge, Service Request Management, Teamwork, Technical Troubleshooting