Technical Support Manager - Robotics

Johnson & Johnson • Santa Clara, CA

5d • Remote

About The Position

Johnson & Johnson MedTech is seeking a Technical Support Manager for its Robotic Technical Support organization. The role is located in the Eastern Timezone; remote work within the United States may be considered on a case-by-case basis. The manager leads a team of Robotic Technical Support Engineers providing remote technical support for robotic medical capital equipment and digital technologies. The position is accountable for customer experience, operational excellence, technical escalations, and development of a high-performing support team. It partners with cross-functional groups to resolve issues promptly and improve support continuously, while fostering a collaborative, accountable, inclusive, customer-focused culture. The successful candidate will lead support operations, set performance expectations, improve processes, and build organizational capability for business growth and customer success.

Johnson & Johnson Robotics and Digital Solutions uses robotics to enhance healthcare providers’ abilities and improve patients’ diagnoses, treatments, and recovery times. Its platforms include Flexible Robotics (MONARCH®), Surgical Robotics (OTTAVA™), and Digital Solutions. The organization is developing OTTAVA, a multi-specialty soft-tissue surgical robotic platform intended to advance the operating-room experience through AI/ML and connected health data.

The role requires approximately 20% domestic U.S. travel and may require flexibility outside standard business hours, including occasional evenings, extended workdays, weekends, and holidays, as business and customer needs dictate. The anticipated base pay is $102,000–$177,100; for candidates in the San Francisco Bay Area, the range is $118,000–$203,550. The position is eligible for an annual performance bonus and long-term incentive program. Company-sponsored benefits and time-off programs are described in the posting.

Requirements

• Bachelor’s degree in Engineering, Biomedical Engineering, Information Technology, Healthcare Technology, Business, or a related field.
• At least 6 years of work experience in Technical Support, Customer Support, Field Service, Product Support, or a related function.
• At least 3 years of people leadership experience leading technical or customer-facing teams.
• Experience supporting complex medical devices, capital equipment, healthcare technology, or related products.
• Experience leading customer escalations and cross-functional problem-solving efforts.
• Experience driving operational improvements using performance metrics and data analysis.

Nice To Haves

• Advanced degree.
• Experience supporting robotic, digital health, or advanced medical technology platforms.
• Knowledge of FDA regulations, ISO 13485, and medical device quality systems.
• Experience with CRM, service management, and analytics platforms.
• Lean, Six Sigma, or other process improvement certifications.

Responsibilities

• Lead, coach, and develop team members to build a high-performing, customer-focused team.
• Oversee daily technical support operations and ensure timely resolution of customer inquiries, service requests, and technical issues.
• Manage complex technical escalations and critical customer situations in collaboration with cross-functional partners.
• Monitor and improve key performance indicators, including service levels, response times, resolution times, customer satisfaction, and team productivity.
• Partner with Engineering, Quality, Regulatory, Clinical, and Service teams on issue resolution, product improvements, and business objectives.
• Establish and maintain support processes, knowledge resources, and operational procedures to improve consistency, efficiency, and compliance.
• Support new product introductions, launch readiness activities, and organizational growth initiatives.
• Lead workforce planning, scheduling, and resource management to meet business demands.
• Foster a culture reflecting Johnson & Johnson Credo values and Standards of Leadership.
• Present operational updates, performance metrics, risks, and improvement plans to leadership as needed.

Benefits

• Annual performance bonus, subject to the applicable plan and company discretion.
• Medical insurance.
• Dental insurance.
• Vision insurance.
• Life insurance.
• Short- and long-term disability coverage.
• Business accident insurance.
• Group legal insurance.
• Company consolidated retirement plan (pension), subject to eligibility.
• 401(k) savings plan, subject to eligibility.
• Long-term incentive program.
• 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.
• Work, Personal and Family Time: up to 40 hours per calendar year.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager