Sr. Technical Robotics 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 https://www.jnj.com

Job Function:

Customer Management

Job Sub Function:

Technical Customer Service

Job Category:

Business Enablement/Support

All Job Posting Locations:

Cincinnati, Ohio, United States of America, Remote (US), Santa Clara, California, United States of America

Job Description:

J&J MedTech is recruiting for a Sr. Technical Robotics Support Engineer, preferably located in the Central time zone for remote work and travel as required.

Location:

This is a remote role available in all states within United States. While specific cities are listed in the Locations section for reference, please note that they are examples only and do not limit your application. We invite candidates from any location to apply.

About MedTech

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.

Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

J&J MedTech is recruiting for a Senior Technical Support Engineer, located in the Central Timezone.

The Senior Technical Support Engineer (Sr. TSE) is responsible for providing remote and onsite technical support of all Robotic & Digital Solutions 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 by phone, email, and chat. Additionally, remote post-sales technology support and technical services to external customers and internal field personnel using remote diagnostic capabilities. This person is passionate about the customer and makes decisions with that as a priority.

Key Responsibilities:

• Demonstrating outstanding customer support and maintaining knowledge of applicable J&J MedTech products and services within Ottava Service Solutions.

• Ensuring 24/7 support for customers who require immediate access to a healthcare professional to resolve product and procedure issues for 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 for a minimum of one product line and may participate in business partner and customer training activities where the technical expertise of a healthcare professional is required

• 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 as new products are supported within Ottava Service Solutions.

• 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:

• Associate’s Degree or Technical Certification in Electronics, Mechanical Engineering or related field.

• 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.

Experience and Skills

Required:

• Technical troubleshooting