Digital Robotics Customer Support Specialist

Digital Robotics Customer Support Specialist

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The Digital Robotics Customer Support Specialist supports the end-to-end customer order journey for capital equipment, robotic systems, and associated products and services, from contract handoff and order entry through delivery, installation, deployment, invoicing, returns, and issue resolution. The Specialist coordinates complex cross-functional execution, analyzes operational performance, resolves order and data issues, and recommends process improvements that strengthen service, compliance, and scalability. The role serves as a knowledgeable resource for Customer Support Services and helps ensure a coordinated customer experience across Commercial, Supply Chain, Service, Finance, Quality, and external partners.

Key Responsibilities:

Order Management and Customer Support:

• Manage specialized and complex orders for capital equipment, robotic systems, associated scopes, instruments, accessories, and services from contract handoff through delivery, installation, deployment, invoicing, revenue recognition, and post-delivery resolution.
• Coordinate with Sales, Marketing, Contract Management, Finance, Distribution, Transportation, Installation, Service, Quality, and other partners to execute customer commitments accurately and on schedule.
• Review contracts, purchase orders, configuration requirements, delivery conditions, site-readiness dependencies, and customer data to identify risks or discrepancies before they affect deployment.
• Manage invoicing and billing-plan activities for capital and robotic transactions in alignment with contractual milestones, placement models, service agreements, and internal controls.
• Execute return orders and support asset retrieval, replacement, relocation, upgrades, and other post-deployment customer-resolution processes.
• Provide knowledgeable support to team members and internal partners on complex capital and robotics transactions, escalations, policies, and process requirements.

Logistics and Cross-Functional Coordination:

• Serve as a key operational contact for capital and robotic system shipments, coordinating with distribution centers, transportation providers, installation teams, service organizations, and customer sites to support on-time, in-full delivery and deployment.
• Coordinate transportation, delivery appointments, site readiness, installation, acceptance, training dependencies, and service-readiness activities with customers, third-party vendors, Commercial, and Supply Chain partners.
• Monitor critical deployment milestones, communicate status and risks, and drive timely follow-up across stakeholders, including during quarter-end, year-end, product launches, and other high-volume periods.
• Maintain visibility to system, accessory, and asset status across the order and deployment lifecycle; support reconciliation of serial-number, location, inventory, and customer records.
• Support forecasting, business-continuity planning, launch readiness, and commercialization activities by providing capital and robotics customer-service requirements, operational insights, and impact assessments.
• Balance customer expectations, contractual requirements, deployment commitments, product availability, and cost-to-serve considerations when recommending execution options.
• Build effective relationships with customers and internal and external partners across functions and sites, influencing outcomes without direct authority.
• Represent Customer Support Services in capital and robotics project meetings, deployment reviews, launch activities, process reviews, and cross-functional working sessions.

Analytics and Process Improvement:

• Develop, maintain, and analyze daily, weekly, monthly, and ad hoc reports and dashboards covering capital and robotics order status, backlog, delivery and installation milestones, asset status, service levels, data quality, and other operational measures.
• Identify trends, exceptions, and root causes across order, deployment, billing, asset, and service-readiness processes; translate findings into clear recommendations and coordinate corrective or preventive actions.
• Lead or support continuous-improvement initiatives that improve deployment accuracy, cycle time, customer experience, control effectiveness, and scalability.
• Assess process, system, product-launch, configuration, and commercialization change requests; document impacts, requirements, risks, and implementation considerations for Customer Support Services.
• Create and maintain standard operating procedures, work instructions, process maps, job aids, and business-process documentation for capital and robotics support.
• Support testing, training, launch readiness, and adoption of new robotic systems, capital products, accessories, service models, processes, tools, or system capabilities.

Quality, Compliance, and Operational Controls:

• Maintain accurate, complete, and timely customer, order, shipment, and transaction records in accordance with applicable procedures and regulatory requirements.
• Execute transactions in compliance with quality-system requirements, SOX controls, segregation-of-duties requirements, Corporate Audit guidance, and applicable federal, state, and local regulations.
• Identify and escalate potential product complaints, medical events, altered shipments, fraud concerns, deviations, or other defined quality and compliance events within required timelines.
• Initiate or support deviations, preliminary investigations, root-cause analysis, corrective actions, and process-control reviews as appropriate.
• Complete required training on time and help reinforce adherence to established procedures and service-quality standards.

Qualifications:

Education: A minimum of a High School diploma is required. Bachelor's degree in Business, Supply Chain Management, Operations, Analytics, Engineering, or a related field is preferred.

Experience:

• A minimum of 2 years of relevant experience in customer service, order management, supply chain, logistics, contract administration, operations, or a related field is required.
• Experience supporting complex transactions, projects, launches, or customer commitments involving multiple stakeholders.
• Demonstrated analytical and problem-solving capability, including experience identifying trends, conducting root-cause analysis, and recommending improvements.
• Working knowledge of end-to-end order-to-cash, product-flow, logistics, and customer-support processes.
• Experience in a regulated industry and familiarity with Lean or continuous-improvement methods are preferred.
• Working knowledge of ERP and CRM platforms; SAP experience is preferred.
• Proficiency with Microsoft Office applications, including Excel and PowerPoint; experience with reporting or visualization tools is preferred.
• Strong analytical skills with the ability to interpret data, identify exceptions, and communicate actionable insights.
• Excellent written and verbal communication skills, with the ability to tailor information to operational and leadership audiences.
• Strong organizational skills and the ability to manage competing priorities, deadlines, and high-impact customer commitments with moderate supervision.
• Demonstrated customer focus, attention to detail, accountability, and ability to work effectively in a fast-paced environment.
• Ability to collaborate across functions and sites, facilitate problem solving, and influence outcomes without direct authority.

Johnson & 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.

Johnson & 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 internal employees contact AskGS to be directed to your accommodation resource. If you are under 18 years of age you (the candidate) may need to obtain the necessary working papers or other documentation required by state law to start the assignment, as well as get a parent's consent for the background check.

Required Skills:

Preferred Skills:

Analytical Reasoning, Business Behavior, Communication, Continuous Improvement, Customer Centricity, Customer Retentions, Customer Satisfaction, Customer Service, Customer Support Operations, Customer Support Trends, Data Analysis, Execution Focus, Omni-Channel Support, Process Oriented, Project Management, Self-Service Tools, Service Request Management

The anticipated base pay range for this position is:

$65,000.00 - $104,650.00

Additional Description for Pay Transparency:

Subject to the terms of their respective plans, employees are eligible to participate in the Company's consolidated retirement plan (pension) and savings plan (401(k)). This position is eligible to participate in the Company's long-term incentive program. Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off benefits: Vacation 120 hours per calendar year Sick time - 40 hours per calendar year; for employees who