Sr Robotics Technical Support Engineer

Johnson & Johnson • Santa Clara, CA

5d • $71,000 - $113,850 • Remote

About The Position

Johnson & Johnson MedTech is hiring a Senior Robotics Technical Support Engineer for its Robotics Technical Support organization. The role provides customer-focused technical support for J&J MedTech Robotics capital equipment and serves as a technical resource to customers, Field Service Engineers, and regional support teams. The engineer triages and resolves technical inquiries, applies advanced troubleshooting expertise, and determines appropriate actions to achieve effective resolution. The role also collaborates with cross-functional partners on complex technical issues, participates in emergency on-call coverage, acts as a product specialist, manages assigned processes and projects, and mentors less experienced Technical Support Engineers.

The position is associated with the Eastern Timezone. Remote work may be considered case by case within the United States. Approximately 20% domestic travel is required. The role may require work outside standard business hours, including occasional evenings, extended workdays, weekends, and holidays, depending on business and customer needs.

The anticipated base pay is $71,000 to $113,850; for candidates in the San Francisco Bay Area, the range is $81,650 to $130,927.50. The position is eligible for an annual performance bonus and the company’s long-term incentive program. Johnson & Johnson describes its workplace as inclusive and guided by its Credo.

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, with teamwork that supports positive business outcomes.
• Willingness to take 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.
• 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.
• Ability to travel approximately 20% domestically in the United States and work occasional evenings, extended workdays, weekends, and holidays as business and customer needs dictate.

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 assistance by participating in weekend and off-hours emergency on-call coverage.
• Use core technical knowledge, including basic electronics and troubleshooting of technology and capital equipment, to determine appropriate actions.
• Act as a product specialist and participate in business partner and customer training activities when technical expertise is needed.
• Handle complex technical inquiries by phone, email, or other appropriate communications, including call center support.
• Manage processes and resources for 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.

Benefits

• Annual performance bonus, subject to applicable plan terms and company discretion.
• Long-term incentive program eligibility.
• Medical insurance.
• Dental insurance.
• Vision insurance.
• Life insurance.
• Short- and long-term disability coverage.
• Business accident insurance.
• Group legal insurance.
• Consolidated retirement plan (pension) eligibility.
• 401(k) savings plan eligibility.
• Vacation of up to 120 hours per calendar year.
• Sick time of up to 40 hours per calendar year.
• Holiday pay, including floating holidays, of up to 13 days per calendar year.
• Work, Personal and Family Time of up to 40 hours per calendar year.

What This Job Offers

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