Robotics Technical Support Engineer II
Johnson & Johnson Innovative Medicine
Summary
Johnson & Johnson MedTech is recruiting for a Robotic Technical Support Engineer II 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.
Job description
The Technical Support Engineer II (TSE II) is responsible for providing remote and occasional onsite technical support of J&J Medtech commercially available products to customers, Field Service Engineers and other regional support teams. As the first level of technical assistance, the TSE will provide customers and field personnel with technical assistance across multiple communication channels. Additionally, remote post-sales technology support and technical services to external customers and internal field personnel using remote diagnostic capabilities.
Key Responsibilities
- Demonstrating outstanding customer support and maintaining knowledge of applicable J&J MedTech products and services.
- Participating in weekend and off-hours emergency on-call coverage to ensure 24/7 technical support for customers requiring assistance with Robotics capital equipment.
- Applying technical knowledge and troubleshooting skills to triage capital equipment issues and determine the appropriate course of action.
- Serving as a product specialist for assigned product line(s) and providing technical expertise to support business partner and customer training activities.
- Managing assigned product-specific processes and resources to support effective technical support operations.
- Applying troubleshooting principles to assess, resolve, and appropriately raise new or unfamiliar issues.
- Focusing on the coordination, facilitation, and dissemination of information regarding assigned J&J Medtech product line(s) and related technical support activity.
Qualifications
Education: Associate’s Degree or Technical Certification in Robotics, Software, Electronics, Mechanical Engineering or related field.
Experience and Skills
Required: Minimum 2+ years’ experience in medical contact center and/or experience remotely handling customer/patient service issues within a medical environment. Technical troubleshooting skills. Clear and concise written and verbal communication skills. Excellent customer support/customer focus. Detail-oriented. Flexible / adaptable. Time management. Prioritizing complex and contending priorities. Decision-making skills. Critical thinking / problem-solving skills. Teamwork skills. Knowledgeable of Medical Device Regulations, Laboratory Instrumentation Regulations, or similar environment in compliance to ISO 13485 and 21 CFR 820.
Preferred: ERP and CRM application experience. Working knowledge and understanding of Linux Operating System. Programming languages experience. In-depth knowledge of products and services provided by the J&J companies.
Requirements
- Associate’s Degree or Technical Certification in Robotics, Software, Electronics, Mechanical Engineering or related field
- Minimum 2+ years’ experience in medical contact center and/or remotely handling customer/patient service issues within a medical environment
- Technical troubleshooting skills
- Clear and concise written and verbal communication skills
- Excellent customer support/customer focus
- Detail-oriented
- Flexible / adaptable
- Time management
- Prioritizing complex and contending priorities
- Decision-making skills
- Critical thinking / problem-solving skills
- Teamwork skills
- Knowledgeable of Medical Device Regulations, Laboratory Instrumentation Regulations, or similar environment in compliance to ISO 13485 and 21 CFR 820
- ERP and CRM application experience (preferred)
- Working knowledge and understanding of Linux Operating System (preferred)
- Programming languages experience (preferred)
Benefits
- Medical, Dental & Vision
- Life Insurance
- Short- & Long-Term Disability
- Business Accident Insurance
- Group Legal Insurance
- Pension Plan
- 401(k) Savings Plan
- Long-Term Incentive Program
- Paid Vacation
- Sick Time
- Holiday Pay
- Floating Holidays
- Annual Performance Bonus
Company overview
Johnson & Johnson Innovative Medicine is the pharmaceutical division of Johnson & Johnson, leading the way in medical innovation with a relentless focus on bringing transformational treatments to patients worldwide. The company applies rigorous science and compassion to address the most complex diseases of our time, developing groundbreaking medicines across key therapeutic areas including oncology, immunology, neuroscience, and cardiopulmonary medicine. With deep expertise and global reach, Johnson & Johnson Innovative Medicine reimagines how devastating diseases are treated and cured, delivering hope and better care for millions of patients and their families. The organization pioneers the path from laboratory research to clinical application, championing patients every step of the way while maintaining an unwavering commitment to scientific excellence and patient-centered innovation.