Sr Robotics Technical Support Engineer

Johnson & Johnson Innovative Medicine • Santa Clara, CA

7d • $81,650 - $130,928

About The Position

Johnson & Johnson MedTech is seeking a Senior Robotics Technical Support Engineer (Sr TSE) for its Robotic Technical Support organization. The role provides 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, and determines appropriate courses of action. The position also involves collaborating with cross-functional partners on complex issues, participating in emergency on-call coverage, serving as a product specialist, managing processes and projects, and mentoring less experienced Technical Support Engineers.

The role is associated with Johnson & Johnson Robotics and Digital Solutions, which develops robotics and digital technologies intended to support healthcare providers and improve patient outcomes. The organization’s platforms include Flexible Robotics (MONARCH®), Surgical Robotics (OTTAVA™), and Digital Solutions. The role is located in the Eastern Timezone; remote work within the United States may be considered case by case. Domestic travel is approximately 20%. Flexibility to work outside standard business hours, including occasional evenings, extended workdays, weekends, and holidays, may be required to meet business and customer needs.

Requirements

• Associate’s degree or technical certification in Robotics, Software, Electronics, Mechanical Engineering, or a related field.
• At least 6 years of work experience, including at least 2 years 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 and customer focus.
• Behaviors consistent with the Credo and Standards of Leadership.
• Detail-oriented, flexible, and adaptable.
• Ability to manage work and time effectively to produce desired outcomes.
• Ability to prioritize 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 a teammate and strong individual contributor.
• Teamwork skills that support positive business outcomes.
• Willingness to accept responsibility for personal and professional growth.
• Ability to assess internal processes and contribute recommendations for continuous improvement.
• Ability to coordinate with peers and address conflicts positively.
• Ability to communicate effectively and supportively with customers during complaint resolution or crisis situations.
• 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 outstanding customer support and maintain knowledge of applicable J&J MedTech products and services.
• Provide 24/7 customer support for immediate Robotics technical needs by participating in weekend and off-hours emergency on-call coverage.
• Apply knowledge of basic electronics, troubleshooting technology, and capital equipment to determine appropriate courses of action.
• Act as a product specialist and participate in business partner and customer training activities when technical expertise is needed.
• Handle complex customer technical inquiries by phone, email, or other appropriate communications, including call center support.
• Manage processes and resources specific to assigned product lines or process areas.
• Apply troubleshooting concepts to new situations.
• Coordinate, facilitate, and disseminate information about assigned J&J product lines and related field activity.
• Mentor less experienced Technical Support personnel.
• Manage assigned projects toward required business outcomes.
• Collect and report call-handling and performance metrics.
• Maintain and update relevant quality system policies and procedures.
• Collaborate with cross-functional partners to resolve complex and advanced technical issues.
• Travel domestically approximately 20% of the time.
• Work outside standard business hours, including occasional evenings, extended workdays, weekends, and holidays, as business and customer needs dictate.

Benefits

• Annual performance bonus, subject to the applicable plan and company discretion.
• Medical insurance.
• Dental insurance.
• Vision insurance.
• Life insurance.
• Short- and long-term disability insurance.
• Business accident insurance.
• Group legal insurance.
• 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: Senior
• Education Level: Associate degree