{"id":3550461,"url":"https://alion.io/job/johnson-johnson-robotics-technical-support-engineer-ii","title":"Robotics Technical Support Engineer II","company":{"id":14152,"name":"Johnson & Johnson","domain":"jnj.com","url":"https://alion.io/company/jnj","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":86,"open_postings":189,"ghost_share":0,"stale_share":0.746,"repost_share":0,"time_to_fill_p50_days":10,"computed_at":"2026-11-02T06:13:15Z"}},"role":"Robotics","role_family":"Robotics","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":{"label":"ET","utc_offset_min":-5,"utc_offset_max":-5},"hiring_geo_confidence":"structured","locations":["Santa Clara, United States","Cincinnati, United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":60000,"max":96600,"currency":"USD","period":"year","gross":null,"usd_annual":96600},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"21 CFR Part 820","optional":false},{"name":"EU MDR","optional":false},{"name":"ISO 13485","optional":false},{"name":"Linux","optional":false},{"name":"Incident Management","optional":true}],"status":"live","first_seen_at":"2026-10-30T22:26:44Z","employer_posted_date":"2026-10-30","last_verified_at":"2026-11-02T04:50:45Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"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\nAs 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.\nJob Function:\nCustomer ManagementJob Sub Function:\nTechnical Customer ServiceJob Category:\nBusiness Enablement/SupportAll Job Posting Locations:\nCincinnati, Ohio, United States of America, Santa Clara, California, United States of AmericaJob Description:\nJohnson & 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.\nAt 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.\nJohnson & 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.\nThe 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. This person is passionate about the customer and makes decisions with that as a priority.\nKey Responsibilities:\nDemonstrating outstanding customer support and maintaining knowledge of applicable J&J MedTech products and services.\nParticipating in weekend and off-hours emergency on-call coverage to ensure 24/7 technical support for customers requiring assistance with Robotics capital equipment.\nApplying technical knowledge and troubleshooting skills to triage capital equipment issues and determine the appropriate course of action.\nServing as a product specialist for assigned product line(s) and providing technical expertise to support business partner and customer training activities.\nManaging assigned product-specific processes and resources to support effective technical support operations.\nApplying troubleshooting principles to assess, resolve, and appropriately raise new or unfamiliar issues.\nFocusing on the coordination, facilitation, and dissemination of information regarding assigned J&J Medtech product line(s) and related technical support activity.\nQualifications\nEducation:\nAssociate’s Degree or Technical Certification in Robotics, Software, Electronics, Mechanical Engineering or related field.\nExperience and Skills:\nRequired:\nMinimum 2+ years’ experience in medical contact center and/or experience remotely handling customer/patient service issues within a medical environment.\nTechnical troubleshooting skills.\nClear and concise written and verbal communication skills.\nExcellent customer support/customer focus.\nProjects behaviors that are consistent with the Credo and Standards of Leadership.\nDetail-oriented.\nFlexible / adaptable.\nEffectively handles work and time to produce desired outcomes (time management).\nPrioritizing - complex and contending priorities to achieve required outcomes.\nResolves customer issues and appropriate course(s) of action.\nDecision-making skills.\nCritical thinking / problem-solving skills.\nTeammate who is also a strong individual contributor.\nTeamwork skills leading to positive business outcomes.\nAccepts responsibility for personal and professional growth.\nAssesses and improves internal processes by contributing recommendations for continuous improvement.\nCoordinates with peers and positively addresses conflicts.\nEffective and supportive communication with customers during complaint resolution or crisis situations.\nKnowledgeable of Medical Device Regulations, Laboratory Instrumentation Regulations, or similar environment in compliance to ISO 13485 and 21 CFR 820.\nPreferred:\nERP and CRM application experience.\nWorking knowledge and understanding of Linux Operating System.\nProgramming languages experience.\nIn-depth knowledge of products and services provided by the J&J companies.\nThe anticipated base pay range for this position is $60,000.00 to $96,600.00\nFor candidates in the San Francisco Bay Area is $69,000.00 to $111,090.00\nThe Company maintains highly competitive, performance-based compensation programs. Under current guidelines, this position is eligible for an annual performance bonus in accordance with the terms of the applicable plan. The annual performance bonus is a cash bonus intended to provide an incentive to achieve annual targeted results by rewarding for individual and the corporation’s performance over a calendar/performance year. Bonuses are awarded at the Company’s discretion on an individual basis.\nEmployees and/or eligible dependents may be eligible to participate in the following Company sponsored employee benefit programs: medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance.\nEmployees may be eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).\nThis position is eligible to participate in the Company’s long-term incentive program.\nEmployees are eligible for the following time off benefits:\nVacation - up to 120 hours per calendar year\nSick time - up to 40 hours per calendar year\nHoliday pay, including Floating Holidays - up to 13 days per calendar year\nWork, Personal and Family Time - up to 40 hours per calendar year\nFor additional general information on Company benefits, please go to: https://www.careers.jnj.com/employee-benefits\nJohnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.\nJohnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, external applicants please contact us via https://www.jnj.com/contact-us/careers . internal employees contact AskGS to be directed to your accommodation resource.\nRequired Skills:\nCritical Thinking, Customer Technical Support, Technical TroubleshootingPreferred Skills:\nAccelerating, Applications Support, Customer Centricity, Customer Experience Management, Customer Retentions, Customer Support, Customer Support Operations, Customer Support Trends, Execution Focus, Incident Management, Issue Escalation, Problem Solving, Product Knowledge, Quality Services, Service Request Management, Technical CredibilityThe anticipated base pay range for this position is :\n$60,000.00 to $96,600.00Additional Description for Pay Transparency:\nFor candidates in the San Francisco Bay Area is $69,000.00 to 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