Robotics Technical Support Engineer II

Johnson & Johnson Innovative Medicine • Cincinnati, OH

7d • $60,000 - $111,090

About The Position

Johnson & Johnson MedTech is recruiting a Robotics Technical Support Engineer II for its Robotic Technical Support organization. The position is located in the Eastern Timezone, with remote work potentially considered on a case-by-case basis within the United States. The role provides remote and occasional onsite technical support for commercially available J&J MedTech products to customers, Field Service Engineers, and regional support teams. As a first level of technical assistance, the engineer supports customers and field personnel across multiple communication channels and uses remote diagnostic capabilities to deliver post-sales technical support and services. Customer needs are a priority in the decisions made in this role.

The engineer maintains knowledge of applicable products and services, troubleshoots and triages robotics capital equipment issues, determines appropriate next steps, and serves as a product specialist for assigned product lines. The role also supports customer and business partner training, manages product-specific processes and resources, and coordinates and shares information about product lines and technical support activity. Weekend and off-hours emergency on-call coverage is part of ensuring 24/7 technical support for customers.

Requirements

• Associate’s degree or technical certification in Robotics, Software, Electronics, Mechanical Engineering, or a related field.
• Minimum 2+ years of experience in a medical contact center and/or remotely handling customer or patient service issues within a medical environment.
• Technical troubleshooting skills.
• Clear and concise written and verbal communication skills.
• Excellent customer support and customer focus.
• Behaviors consistent with the Credo and Standards of Leadership.
• Detail-oriented, flexible, and adaptable.
• Time-management skills to handle work effectively and produce desired outcomes.
• Ability to prioritize complex and competing priorities to achieve required outcomes.
• Ability to resolve customer issues and identify appropriate courses of action.
• Decision-making skills.
• Critical-thinking and problem-solving skills.
• Ability to work as a teammate and as a strong individual contributor.
• Teamwork skills that lead to positive business outcomes.
• Willingness to accept responsibility for personal and professional growth.
• Ability to coordinate with peers and address conflicts positively.
• Knowledge of Medical Device Regulations, Laboratory Instrumentation Regulations, or a similar regulated environment compliant with ISO 13485 and 21 CFR 820.

Nice To Haves

• ERP and CRM application experience.
• Working knowledge and understanding of the Linux operating system.
• Experience with programming languages.
• In-depth knowledge of products and services provided by J&J companies.

Responsibilities

• Provide remote and occasional onsite technical support for J&J MedTech products to customers, Field Service Engineers, and regional support teams.
• Provide first-level technical assistance to customers and field personnel through multiple communication channels.
• Deliver remote post-sales technical support and services using remote diagnostic capabilities.
• Demonstrate outstanding customer support and maintain knowledge of applicable products and services.
• Participate in weekend and off-hours emergency on-call coverage to provide 24/7 support for robotics capital equipment.
• Triage capital equipment issues using technical knowledge and troubleshooting skills, and determine the appropriate course of action.
• Serve as a product specialist for assigned product lines and provide technical expertise for business partner and customer training activities.
• Manage assigned product-specific processes and resources to support effective technical support operations.
• Assess, resolve, and appropriately escalate new or unfamiliar issues using troubleshooting principles.
• Coordinate, facilitate, and disseminate information about assigned product lines and related technical support activity.
• Contribute recommendations to assess and improve internal processes through continuous improvement.
• Communicate effectively and supportively with customers during complaint resolution or crisis situations.

Benefits

• Annual performance bonus eligibility, subject to the terms of the applicable plan and company discretion.
• Medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance may be available to employees and/or eligible dependents.
• Eligibility to participate in the consolidated retirement plan (pension) and savings plan (401(k)).
• Eligibility to participate in the long-term incentive program.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree