Robotics Technical Support Engineer II

Description

The company builds robotic systems for healthcare, using robotics to help clinicians work better and to support faster diagnosis, treatment and recovery for patients. The robotics group was formed in 2020 from several acquired businesses and runs three platforms: flexible robotics (MONARCH), surgical robotics (OTTAVA) and digital solutions. OTTAVA is a multi-specialty soft-tissue surgical robot that uses AI and machine learning and links health data inside and outside the operating room.

This is a Robotics Technical Support Engineer II role on the Robotic Technical Support team within the MedTech business. The role is based on Eastern Time. Remote work within the United States may be considered case by case. Locations are Cincinnati, Ohio, and Santa Clara, California.

The role sits in Customer Management, under Technical Customer Service, in the Business Enablement and Support category.

Responsibilities

• Give remote technical support on commercially available MedTech products to customers, field service engineers and regional support teams, and visit sites occasionally when needed.
• Act as the first line of technical help across several communication channels.
• Offer post-sales remote technical support and services to external customers and internal field staff, using remote diagnostic tools.
• Triage capital equipment issues by applying technical knowledge and troubleshooting, then decide the right next step.
• Cover weekend and out-of-hours emergency on-call shifts so customers with robotics capital equipment get 24/7 support.
• Act as product specialist for assigned product lines and provide technical expertise for partner and customer training.
• Manage product-specific support processes and resources.
• Use troubleshooting methods to assess and resolve issues, and escalate new or unfamiliar problems appropriately.
• Coordinate and share information about assigned product lines and related support work.
• Keep up to date on MedTech products and services, and deliver strong customer support.

Requirements

• Associate's degree or a technical certification in robotics, software, electronics, mechanical engineering or a related field.
• At least 2 years of experience in a medical contact center, or remotely handling customer or patient service issues in a medical setting.
• Strong technical troubleshooting skills.
• Clear, concise written and verbal communication.
• Strong customer focus and support skills, including clear, supportive communication during complaints or crises.
• Work in line with the Credo and the Standards of Leadership.
• Detail-oriented, flexible and adaptable.
• Manage your time and priorities, including complex and competing demands, to reach required outcomes.
• Make sound decisions, resolve customer issues and choose the right course of action.
• Apply critical thinking and problem-solving.
• Work well alone and in a team, coordinate with peers and address conflicts constructively.
• Take ownership of your own personal and professional growth.
• Suggest improvements to internal processes.
• Working knowledge of medical device regulations, laboratory instrumentation regulations, or a similar regulated environment compliant with ISO 13485 and 21 CFR 820.
• Preferred: ERP and CRM application experience.
• Preferred: working knowledge of Linux.
• Preferred: experience with programming languages.
• Preferred: in-depth knowledge of the products and services of the J&J companies.

Conditions

Base pay range is $60,000.00 to $96,600.00. For candidates in the San Francisco Bay Area it is $69,000.00 to $111,090.00.

The role is eligible for an annual performance bonus, a cash award based on individual and company performance over the calendar year, paid at the company's discretion.

The role is eligible for the company's long-term incentive program.

Time off: 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, and work, personal and family time up to 40 hours per calendar year.

The company is committed to an inclusive interview process. Candidates who need an accommodation should contact the company's accommodation team.

Benefits

• Eligible for medical, dental, vision, life insurance, short- and long-term disability, business accident insurance and group legal insurance.
• Eligible for the company's consolidated retirement plan (pension) and savings plan (401(k)).
• Further general benefit information is available on the company careers site.