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.

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