Job Function:
Supply Chain Manufacturing

Job Sub Function:
Robotics Service & Repair

Job Category:
Business Enablement/Support

All Job Posting Locations:
Santa Clara, California, United States of America

Job Description:

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

Position Summary

Contributes to the Technical Field Service team as an individual contributor supporting robotic medical systems in hospital and manufacturing environments. Performs system set-up, installation support, maintenance, troubleshooting, repair, movement, upgrades, and de-installation activities with general direction. Applies foundational field service knowledge and approved procedures to help maintain system availability, service quality, and a positive customer experience.

Job Description

Provides hands-on technical service support for robotic systems and associated equipment. Completes planned and unplanned service activities in accordance with released procedures, quality-system requirements, and safety standards. Builds technical proficiency through formal training, field experience, and collaboration with experienced RSEs and cross-functional support teams.

Key Responsibilities:
• Perform system set-up, movement, installation and commissioning support, preventive maintenance, repair, calibration, testing, upgrades, and de-installation activities for robotic medical systems and associated equipment.
• Troubleshoot mechanical, electrical, electro-mechanical, software, firmware, and system-performance issues using approved service documentation, diagnostic tools, system data, and log analysis.
• Respond to scheduled and unscheduled service needs in a timely and professional manner to support system reliability, uptime, and customer satisfaction.
• Complete inspections, field actions, software and firmware updates, service-tool validation activities, and other assigned service tasks in accordance with released procedures.
• Escalate complex or unfamiliar technical issues appropriately and collaborate with experienced RSEs, Technical Support, Service Innovation Engineering, and other cross-functional partners.
• Coordinate with hospital stakeholders regarding service visits, equipment access, site readiness, operating-room requirements, and safe movement of equipment.
• Maintain complete and timely service records, including work orders, field activity documentation, parts usage, time records, product-performance information, and system configuration data.
• Manage assigned spare parts, calibrated tools, service equipment, laptops, and other company assets in accordance with established inventory and control requirements.
• Follow hospital protocols, privacy requirements, infection-prevention practices, GMP/ISO expectations, and all applicable Environmental, Health, and Safety requirements.
• Apply effective time and task management to balance planned work, customer needs, documentation, and travel requirements.
• Participate in technical and product training and share relevant field knowledge with team members to strengthen service capability.
• Support continuous improvement by gathering service data, identifying recurring issues, and contributing practical recommendations to improve service effectiveness.
• Develop and maintain productive working relationships with customers, coworkers, and cross-functional partners.
• Provide clear status updates and communicate service risks, delays, and issues to the appropriate support teams and leadership.

Experience and Skills Required:
• Bachelor's Degree in Computer Science, Robotics, or a related field technical field.
• 2-3 years of experience in field service, medical devices, robotics, capital equipment, or a related technical environment.
• Foundational knowledge of mechanical, electrical, electro-mechanical, software, and computer-based troubleshooting.
• Experience supporting installation, commissioning, sustaining support, calibration, functional testing, or preventive maintenance activities.
• Basic knowledge of regulated medical-device environments, including quality-system, documentation, GMP/ISO, and safety expectations.
• Strong troubleshooting and problem-solving skills, with the ability to collect data, interpret system information, identify likely causes, and complete corrective actions within the scope of training.
• Strong customer-service skills and the ability to communicate professionally with hospital personnel, technical teams, and internal partners.
• Effective written and verbal communication skills, including proficiency in speaking and writing English.
• Ability to organize and prioritize planned and unplanned work while maintaining accurate and timely documentation.
• Ability to work independently on qualified tasks and collaborate effectively in a team environment.
• Working knowledge of Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint.
• Experience using a CRM or service-management system, such as Microsoft Dynamics, is preferred.
• Basic understanding of parts, inventory, service tools, and calibrated-equipment controls.
• Ability to learn standard software and firmware upgrade processes, remote-support practices, and service-tool workflows.
• Valid driver's license and ability to meet hospital credentialing requirements, where applicable.

Work Environment and Physical Requirements:

• Ability to work in hospitals, operating room support areas, customer sites, and manufacturing environments.
• Ability to work flexible hours, including early mornings, evenings, weekends, or on-call coverage based on customer and business needs.
• Ability to stand, bend, kneel, and work in confined or equipment-access areas for extended periods.
• Ability to safely lift up to 45 lbs. and move service equipment or system components using appropriate tools, training, and assistance.

Travel:
• Domestic, up to 50%

This position is overtime eligible.

Required Skills:

Preferred Skills:

The anticipated base pay range for this position is :
$69,000.00 - $111,090.00

Additional Description for Pay Transparency: