Technical Support Manager - Robotics
About The Position
Johnson & Johnson MedTech is seeking a Technical Support Manager for its Robotic Technical Support organization. The role leads a team of Robotic Technical Support Engineers providing remote technical support for robotic medical capital equipment and digital technologies. It is accountable for customer experience, operational excellence, customer-facing technical escalations, and development of a high-performing support team. The manager partners with Engineering, Quality, Regulatory, Clinical, Service, and other cross-functional teams to resolve issues and support continuous improvement. The role leads support operations, establishes performance expectations, improves processes, and builds organizational capability to support business growth and customer success. The position is located in the Eastern Timezone, with remote work potentially considered case by case within the United States. Approximately 20% domestic travel is required, and the role may require flexibility outside standard business hours, including occasional evenings, extended workdays, weekends, and holidays.
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 employees 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 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 that 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 team culture that reflects Johnson & Johnson Credo values and Standards of Leadership.
- Present operational updates, performance metrics, risks, and improvement plans to leadership.
Benefits
- Annual performance bonus eligibility.
- Medical, dental, and vision insurance.
- Life insurance, short- and long-term disability, business accident insurance, and group legal insurance.
- Eligibility to participate in the company's pension and 401(k) savings plans.
- Eligibility to participate in the 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.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
