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Technical Support

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Johnson & Johnson Vision’s technical support team consists of three tiers of unique coverage to provide comprehensive service: localized technical support, escalation management and global spare parts and logistics. Striving to protect the longevity of your capital equipment and other ophthalmic investments, the three sectors are designed to maintain Johnson & Johnson Vision devices, troubleshoot technological issues and provide viable service solutions.

Local Technical Support

Integral to maintaining your devices, our technical support team includes experienced and highly trained field service representatives (FSRs) and knowledgeable technical support specialists (TSSs) to ensure that all of your device- and procedure-related needs are fully addressed. With localized and personalized support, you are provided with the peace of mind that your investments are well protected.

Our technical support specialists triage issues over the telephone and dispatch field service representatives if onsite support is required.

Field service representatives undergo extensive training and annual recertification to maintain a solid foundation of knowledge on our latest innovations. Additionally, our unique cross-training program prepares them to provide quick responses for all modalities. Our representatives have an acute understanding of your equipment and are trained to use our advanced diagnostic capabilities to expeditiously resolve your concerns.

Escalation Management

Our escalation management process is designed to provide timely responses to complex technical support issues. Unique to Johnson & Johnson Vision, our second support level is staffed with senior engineers and clinical specialists who are experts in their respective product lines. This extensive network of remotely based regional technical support engineers works hand in hand with the local field service representative team to provide higher-level technical solutions.

Even at our corporate level, we trust this team of skilled individuals to work closely with manufacturing and R&D engineering in the resolution of complex hardware and software issues.

Global Spare Parts & Logistics

In more than 80 markets worldwide, we offer direct and indirect (via distributor) on-site service. We have strategically placed spare parts warehouses around the globe for use by our field service representatives and the logistics team that manages their particular service needs, providing convenient coverage for the Johnson & Johnson Vision network. Quick access means quick answers, and our global spare parts and logistics division helps maximize the uptime of your device so you can provide optimal care for your patients.

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