Robotics Technical Support Engineer II

Johnson & Johnson • Santa Clara, CA

5d • Remote

About The Position

Johnson & Johnson MedTech is recruiting a Robotics Technical Support Engineer II for its Robotic Technical Support organization. The role is based in the Eastern Timezone, with remote work within the United States considered on a case-by-case basis. The engineer provides remote and occasional onsite technical support for commercially available J&J MedTech products, assisting customers, Field Service Engineers, and regional support teams through multiple communication channels. The role also provides remote post-sales technical support using remote diagnostic capabilities. As a first level of technical assistance, the engineer prioritizes customer needs while supporting robotics capital equipment and related products.

Requirements

• Associate’s degree or technical certification in Robotics, Software, Electronics, Mechanical Engineering, or a related field.
• At least 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.
• Effective work and time management, including prioritizing complex and competing priorities.
• Ability to resolve customer issues and determine appropriate courses of action.
• Decision-making, critical-thinking, and problem-solving skills.
• Ability to contribute as both a teammate and an individual contributor.
• Teamwork skills that lead to positive business outcomes.
• Willingness to accept responsibility for personal and professional growth.
• Ability to assess and improve internal processes by contributing recommendations for continuous improvement.
• Ability to coordinate with peers and address conflicts positively.
• Effective and supportive communication with customers during complaint resolution or crisis situations.
• Knowledge of Medical Device Regulations, Laboratory Instrumentation Regulations, or a similar 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 outstanding customer support and maintain knowledge of applicable J&J MedTech products and services.
• Participate in weekend and off-hours emergency on-call coverage to provide 24/7 technical support for customers requiring assistance with Robotics capital equipment.
• Apply technical knowledge and troubleshooting skills to triage capital equipment issues and determine appropriate actions.
• 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 regarding assigned J&J MedTech product lines and related technical support activity.
• Provide remote post-sales technology support and technical services to external customers and internal field personnel using remote diagnostic capabilities.

Benefits

• Annual performance bonus eligibility.
• Medical, dental, and vision benefits.
• Life insurance.
• Short- and long-term disability coverage.
• Business accident insurance.
• Group legal insurance.
• Potential eligibility to participate in the consolidated retirement plan (pension) and 401(k) savings plan.
• 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