Training and Coaching Specialist

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 Management

Job Sub Function:

Internal Customer Service Training

Job Category:

Professional

All Job Posting Locations:

Raritan, New Jersey, United States of America

Job Description:

We are searching for the best Training and Coaching Specialist in Raritan, NJ!

An internal pre-identified candidate for consideration has been identified. However, all applications will be considered

About MedTech

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.

Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

Job Summary

Johnson & Johnson MedTech is seeking a Training and Coaching Specialist to join our Customer Support Services organization in Raritan, NJ.

This role is responsible for delivering live classroom and virtual training, designing and developing scalable learning content, and supporting documentation and knowledge management activities. The Training and Coaching Specialist will develop instructor-led and virtual training, micro-learning modules, short-form videos, job aids, assessments, and knowledge base content while partnering with regional and global stakeholders to support Customer Support Services training initiatives. This position interacts daily with MedTech and Pharmaceutical regional customer support center sites, Customer Support Services Center Associates, operating companies, field sales teams, and external customers such as hospitals and distributors. All interactions must be professional, helpful, timely, and compliant with internal and regulatory requirements to ensure a high level of customer satisfaction.

Key Responsibilities

• Deliver scheduled instructor-led and virtual training sessions, including new product, new process, policy update, refresher, and role-based training for Customer Support Services Center Associates and regional stakeholders
• Design and facilitate workshops, role-plays, simulations, and practical exercises to reinforce service standards, escalation processes, and customer support expectations
• Serve as a Customer Support Services Center subject matter expert for helpline calls and provide on-the-spot coaching, troubleshooting, and guidance during live training sessions or escalations
• Maintain a regular calendar of training events, communicate enrollment details and expectations, and monitor attendance, completion, and competency metrics
• Provide timely, individualized coaching and development feedback to associates based on call monitoring, quality trends, and performance data
• Partner with field sales, operating companies, regional customer support sites, and global training partners to align training content with business needs and support local rollouts
• Conduct training needs analysis using surveys, stakeholder interviews, performance data, call quality trends, and operational feedback to identify skill gaps and prioritize content development
• Define clear, measurable learning objectives and map curriculum across role levels, career stages, and regional requirements
• Apply instructional design methodologies such as ADDIE, SAM, or equivalent approaches to develop evidence-based, fit-for-purpose learning solutions
• Create micro-learning modules, just-in-time job aids, and short-form videos that address call quality behaviors, SOP steps, troubleshooting tips, and process expectations
• Script, storyboard, and produce short-form videos, including process demonstrations, role-play examples, and quick tips optimized for mobile and LMS delivery with captions, transcripts, and accessible alternatives
• Develop and maintain standardized templates and style guides for micro-learning modules, videos, and knowledge assets to ensure brand, tone, accessibility, and compliance alignment
• Develop instructor guides, facilitator notes, slide decks, assessments, simulations, and scenario-based e-learning using authoring tools and multimedia capture/editing software
• Support the knowledge base content lifecycle, including creating, reviewing, publishing, localizing, archiving, and retiring articles while enforcing version control and audit trail requirements
• Partner with global training teams and regional stakeholders to localize and translate content as needed, manage dependencies, and coordinate handoffs
• Ensure learning and knowledge assets meet accessibility standards and required compliance review and approval steps before release
• Implement and maintain a regional call quality monitoring program in partnership with Customer Support Supervisors using established scorecards to review calls, screen activity, faxes, and emails against defined standards
• Conduct regular calibration sessions with supervisors to promote scoring consistency and fair coaching practices
• Deliver timely, actionable feedback to supervisors to support associate development and track corrective actions through completion
• Monitor helpline activity for complex customer order issues and provide second-tier troubleshooting and resolution support as needed
• Maintain escalation matrices and SLA expectations while escalating unresolved issues to appropriate stakeholders
• Produce concise daily, weekly, and monthly reports highlighting call quality trends, training needs, compliance exceptions, operational risks, and improvement opportunities
• Review daily error and SOX reports and coordinate corrective actions and documentation to support audit readiness
• Monitor and respond to QMT mailbox and priority inbox items within agreed SLAs, triaging and routing items to owners with clear next steps
• Perform root cause analysis on recurring quality issues and recommend targeted training, coaching, knowledge updates, or process improvements

Key Deliverables

• Library of micro-learning modules, short-form videos, job aids, and immediate reference materials
• Instructor guides, facilitator notes, slide decks, assessments, simulations, and scenario-based learning materials
• Maintained knowledge base content with taxonomy, version history, usage metrics, and governance documentation
• Localization trackers, content review records, and compliance approval documentation
• Call quality reports, calibration outputs, exception summaries, and operational performance insights

Key Metrics / Success Measures

• Call quality score improvement and adherence to established scorecard standards
• Training completion rates and competency assessment pass rates
• Reduction in repeat helpline escalations and order-related escalations
• Knowledge base accuracy, usage, search success, and resolution rates
• Timely response to QMT mailbox items and operational exceptions within agreed SLAs
• SOX error mitigation status and timely completion of corrective actions

Required Qualifications

• A minimum of two years of relevant experience is required
• Demonstrated experience delivering instructor-led classroom facilitation and virtual training
• Proven ability to design, develop, and produce micro-learning, short-form video content, job aids, and scalable learning assets
• Experience managing LMS and/or knowledge platform publishing, content updates, and training completion tracking
• Strong knowledge of knowledge management practices, content lifecycle governance, documentation standards, and version control
• Experience with call quality monitoring, scorecards, calibration, coaching, and performance improvement practices
• Excellent verbal and written communication skills, with the ability to translate operational needs into concise training, coaching, and knowledge resources
• Ability to partner effectively with global and regional stakeholders, operating companies, field sales, and customer support teams
• Strong organizational skills, attention to detail, and ability to support SOX, audit, and compliance documentation requirements
• Proficiency with Microsoft Office and ability to learn and use learning authoring tools, multimedia editing tools, LMS platforms, and knowledge management systems quickly

Preferred Qualifications

• Experience supporting customer support, contact center, order management, medical device, pharmaceutical, healthcare, or other regulated environments
• Experience developing scenario-based e-learning, simulations, role-play content, and coaching tools
• Experience with accessibility standards, localization workflows, and global training governance
• Familiarity with SOX requirements, audit readiness, regulated documentation practices, and corrective action tracking
• Experience using data, quality trends, and root cause analysis to identify training needs and drive continuous improvement

Work Environment & Travel

• This position is based in Raritan, NJ
• This role may require occasional support across regional customer support sites and collaboration with global stakeholders
• Ability to support live classroom, virtual, and hybrid training environments is required
• Occasional domestic and/or international travel may be required based on business needs

Required Skills:

 

 

Preferred Skills:

Adult Learning Theory, Business Behavior, Communication, Curriculum Development, Customer Support Operations, Customer Support Trends, Data Reporting, Employee Engagement, Execution Focus, Facilitation, Problem Solving, Project Management, Technologically Savvy, Training Administration, Training Delivery Methods, Training Needs Analysis (TNA), Training People

 

 

The anticipated base pay range for this position is :

$65,000.00 - $104,650.00

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)).
https://www.careers.jnj.com/employee-benefits



This position is eligible to participate in the Company’s long-term incentive program.



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; for employees who reside in the State of Colorado –48 hours per calendar year; for employees who reside in the State of Washington –56 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



Additional information can be found through the link below.

Co-Ops and Intern Positions: Please use the following language:

Co-Ops/Interns are eligible to participate in Company sponsored employee medical benefits in accordance with the terms of the plan.

Co-Ops and Interns are eligible for the following sick time benefits: up to 40 hours per calendar year; for employees who reside in the State of Washington, up to 56 hours per calendar year.

Co-Ops and Interns are eligible to participate in the Company’s consolidated retirement plan (pension).



Positions Represented by CBA: Please use the following language:

This position is eligible for benefits to include medical, dental, vision and time off, as well as any others as provided for in the applicable Collective Bargaining Agreement.