Job Function:
Customer Management
Job Sub Function:
Technical Customer Service
Job Category:
Professional
All Job Posting Locations:
Irvine, California, United States of America
Job Description:
J&J MedTech Electrophysiology (JJMT EP) is recruiting for a Technical Product Launch Lead, located in Irvine, California. This position is fully on-site, 5 days a week.
Role Summary:
The Technical Service Lead for New Product Introduction will serve as the global technical service expert for new BWI product releases, with a primary focus on ensuring service readiness, field supportability, and effective escalation management from launch planning through post-launch support. This role will provide deep technical expertise across BWI platforms, lead cross-functional technical issue resolution, and act as the voice of service to ensure future product releases, upgrades, and field support processes are designed with customer satisfaction and operational excellence in mind.
Key Responsibilities:
- Serve as the technical service lead for new BWI product releases, ensuring global service readiness from launch planning through post-launch support.
- Have deep technical expertise across the CARTO Edge product line, including platform architecture, system components, service requirements, and compatibility pathways for upgrading the existing CARTO 3 install base to CARTO Edge in the field.
- Provide advanced technical expertise across BWI platforms, including CARTO 3, CARTO Edge, nGEN, TruPulse, mapping systems, ablation technologies, and related service workflows.
- Lead technical troubleshooting, escalation management, mitigation planning, and resolution tracking for critical customer and field service issues.
- Partner with Tech Service, R&D, Quality, Sales, GSM/Marketing, regional service teams, and other stakeholders to ensure service requirements, customer feedback, and field learnings are incorporated into future product releases and upgrades.
- Support new product service readiness activities, including installation planning, troubleshooting guidance, service documentation input, training support, spare parts readiness, and field upgrade strategy.
- Manage medium- to large-scale technical service projects, including task ownership, stakeholder alignment, timelines, risks, budgets, and deliverables.
- Act as the voice of service by consolidating field feedback, identifying recurring technical trends, and driving continuous improvement opportunities to improve customer satisfaction and product supportability.
- Provide timely, accurate, and clear communication to internal stakeholders on technical risks, escalation status, mitigation plans, and launch readiness progress.
Qualifications:
Required:
- Strong technical knowledge of BWI products, platforms, service workflows, and customer support processes.
- Demonstrated ability to troubleshoot complex technical issues and lead cross-functional resolution efforts.
- Experience supporting new product introductions, field upgrades, service readiness, or technical launch planning.
- Strong project management skills, including the ability to manage priorities, timelines, stakeholders, risks, and deliverables across multiple initiatives.
- Excellent communication and stakeholder management skills, with the ability to translate complex technical topics into clear, actionable updates for diverse audiences.
- Ability to collaborate effectively across global teams, including service, engineering, quality, commercial, marketing, and regional field organizations.
- Customer-focused mindset with a commitment to quality, compliance, operational excellence, and continuous improvement.
Preferred:
- Experience with CARTO 3, CARTO Edge, nGEN, TruPulse, or related electrophysiology mapping and ablation technologies.
- Experience working with R&D, Quality, Regulatory, Commercial, and regional service teams on product launch or post-market support activities.
Required Skills:
Preferred Skills:
Customer Alignment, Customer Analytics, Customer Centricity, Customer Experience Management, Customer Support, Customer Support Operations, Customer Support Trends, Emerging Technologies, Fact-Based Decision Making, Process Improvements, Service Request Management, Technical Credibility, Technologically Savvy
The anticipated base pay range for this position is :
$102,000.00 - $177,100.00
Additional Description for Pay Transparency:
Subject to the terms of their respective plans, employees are eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).
Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off benefits:
Vacation –120 hours per calendar year
Sick time - 40 hours per calendar year
Holiday pay, including Floating Holidays –13 days per calendar year
Work, Personal and Family Time - up to 40 hours per calendar year
Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child
Bereavement Leave – 240 hours for an immediate family member: 40 hours for an extended family member per calendar year
Caregiver Leave – 80 hours in a 52-week rolling period10 days
Volunteer Leave – 32 hours per calendar year
Military Spouse Time-Off – 80 hours per calendar year
For additional general information on Company benefits, please go to: - https://www.careers.jnj.com/employee-benefits
