Sr Robotics Technical Support Engineer

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:

Technical Customer Service

Job Category:

Business Enablement/Support

All Job Posting Locations:

Santa Clara, California, United States of America

Job Description:

Johnson & Johnson MedTech is recruiting for a Senior Robotics Technical Support Engineer within the Robotic Technical Support organization, located in the Eastern Timezone. Remote work may be considered on a case-by-case basis within the United States

At Johnson & Johnson Robotics and Digital Solutions, we’re changing the trajectory of health for humanity, using robotics to enhance healthcare providers’ abilities and improve patients’ diagnoses, treatments, and recovery times. Johnson & Johnson Robotics was established in 2020 with the integration of Auris Health, Verb Surgical, C-SATS, and Ethicon. It comprises three key med-tech platforms: Flexible Robotics (MONARCH®), Surgical Robotics (OTTAVA™), and Digital Solutions. Join our collaborative, rapidly growing teams in the San Francisco Bay Area (Redwood City and Santa Clara), Cincinnati, and Seattle. You’ll collaborate on breakthrough medical technologies that unite multiple subject areas to build a connected digital ecosystem that advances medical professionals’ skills and improves patient outcomes.

Johnson & Johnson MedTech is developing a robotic surgical platform that will set a new standard for the modern OR and transform the surgical experience. OTTAVA is designed as a multi-specialty soft-tissue surgery robot, activating the benefits of AI/ML, connecting health data inside the operating room and out.

The Senior Robotics Technical Support Engineer (Sr TSE) is responsible for providing customer-focused technical support for J&J MedTech Robotics capital equipment, serving as a technical resource to customers, Field Service Engineers, and regional support teams. The Sr TSE triages and resolves technical inquiries, applies advanced troubleshooting expertise to Robotics systems, and determines appropriate courses of action to drive effective resolution. Responsibilities also include collaborating with cross-functional partners to resolve complex and advanced technical issues, participating in emergency on-call coverage, product specialist, managing assigned processes and projects, and mentoring less experienced TSEs.

Key Responsibilities:

• Demonstrating outstanding customer support and maintaining knowledge of applicable J&J MedTech products and services.
• Ensuring 24/7 support for customers who require immediate access to a Robotics Technical Support professional to resolve product and procedure issues for robotic capital products by participating in weekend and off-hours emergency on-call support.
• Applying core knowledge skills such as basic electronics, troubleshooting technology and capital equipment, etc. and provide the appropriate course of action.
• Acting as a product specialist and may participate in business partner and customer training activities where the technical expertise of a healthcare professional.
• Handling complex customer technical inquiries through phone, email, and/or other appropriate communications; providing call center support.
• Managing processes and resources specific to assigned product line or process areas.
• Ability to apply troubleshooting concepts to new situations.
• Focusing on the coordination, facilitation, and dissemination of information regarding assigned J&J product lines and related field activity.
• Mentoring less experienced Technical Support personnel.
• Positively managing assigned projects towards required business outcomes.
• Collection and reporting of metrics related to call handling and performance.
• Responsible for maintaining and updating relevant quality system policies and procedures.

Qualifications

Education:

• Associate’s Degree or Technical Certification in Robotics, Software, Electronics, Mechanical Engineering or related field.

Required Knowledge/Skills, Education, And Experience:

• A minimum of 6+ years of work experience with a Minimum 2+ years’ experience in Technical Support, Field Service, Product Support, or advanced Customer Support.
• Technical troubleshooting skills.
• Clear and concise written and verbal communication skills.
• Excellent customer support/customer focus.
• Projects behaviors that are consistent with the Credo and Standards of Leadership.
• Detail-oriented.
• Flexible / adaptable.
• Effectively handles work and time to produce desired outcomes (time management).
• Prioritizing - complex and contending priorities to achieve required outcomes.
• Resolves customer issues and appropriate course(s) of action.
• Decision-making skills.
• Critical thinking / problem-solving skills.
• Teammate who is also a strong individual contributor.
• Teamwork skills leading to positive business outcomes.
• Accepts responsibility for personal and professional growth.
• Assesses and improves internal processes by contributing recommendations for continuous improvement.
• Coordinates with peers and positively addresses conflicts.
• Effective and supportive communication with customers during complaint resolution or crisis situations.
• Knowledgeable of Medical Device Regulations, Laboratory Instrumentation Regulations, or similar environment in compliance to ISO 13485 and 21 CFR 820.

Preferred Knowledge/Skills, Education, And Experience:

• ERP and CRM application experience.
• Working knowledge and understanding of Linux Operating System.
• Programming languages experience.
• In-depth knowledge of products and services provided by the J&J companies.

Travel:

Approximately 20% travel domestically (U.S.) needed. This role may require flexibility to work outside of standard business hours, including occasional evenings, extended workdays, weekends, and holiday support as business and customer needs dictate.

The anticipated base pay range for this position is $71,000.00 to $113,850.00

For candidates in the San Francisco Bay Area is $81,650.00 to $130,927.50

The Company maintains highly competitive, performance-based compensation programs.  Under current guidelines, this position is eligible for an annual performance bonus in accordance with the terms of the applicable plan.  The annual performance bonus is a cash bonus intended to provide an incentive to achieve annual targeted results by rewarding for individual and the corporation’s performance over a calendar/performance year.  Bonuses are awarded at the Company’s discretion on an individual basis.

Employees and/or eligible dependents may be eligible to participate in the following Company sponsored employee benefit programs: medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance.

Employees may be eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).

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

Employees are eligible for the following time off benefits:

• Vacation – up to 120 hours per calendar year
• Sick time - up to 40 hours per calendar year
• Holiday pay, including Floating Holidays – up to 13 days per calendar year
• Work, Personal and Family Time - up to 40 hours per calendar year

For additional general information on Company benefits, please go to:  https://www.careers.jnj.com/employee-benefits

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act. 

Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation,  external applicants please contact us via https://www.jnj.com/contact-us/careers . internal employees contact AskGS to be directed to your accommodation resource.

Required Skills:

Critical Thinking, Customer Technical Support, Prioritization, Technical Troubleshooting

Preferred Skills:

Accelerating, Applications Support, Customer Centricity, Customer Experience Management, Customer Retentions, Customer Support, Customer Support Operations, Customer Support Trends, Execution Focus, Incident Management, Issue Escalation, Problem Solving, Product Knowledge, Quality Services, Service Request Management, Technical Credibility

The anticipated base pay range for this position is :

$71,000.00 to $113,850.00

Additional Description for Pay Transparency:

For candidates in the San Francisco Bay Area is $81,650.00 to $130,927.50