Digital Robotics Customer Support Specialist

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 As 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. Job Function: Customer Management Job Sub Function: Non-Technical Customer Service Job Category: Professional All Job Posting Locations: Raritan, New Jersey, United States of America, Raynham, Massachusetts, United States of America, Warsaw, Indiana, United States of America, West Chester, Pennsylvania, United States of America Job Description: 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   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.

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