Robotics Technical Support Leader

Biopharma Asia; Santa Clara (CA); Remote; USD 102,000 - 177,000; Full time

Benefits offered by this job

Medical, dental, vision

Life insurance

401(k) and pension

Paid time off

Job summary

Johnson & Johnson MedTech seeks a Technical Support Manager to lead a Robotic Technical Support team providing remote support for robotic medical capital equipment and digital technologies. This role focuses on exceptional customer experiences, operational excellence, and escalations, with cross-functional collaboration.

The candidate will partner with Engineering, Quality, Regulatory, Clinical, and Service teams to enable product improvements and growth, while building an inclusive,

Qualifications

• Bachelor-level engineering/technical degree required or related field.
• Advanced degree preferred but not required.
• 6+ years in technical or customer support roles.
• 3+ years of people leadership in a technical or customer-facing team.

Responsibilities

• Lead, coach, and develop a high-performing, customer-focused team.
• Oversee daily technical support operations and ensure timely resolution of inquiries.
• Manage complex technical escalations with cross-functional partners.
• Monitor KPIs: service levels, response times, resolutions, CSAT, productivity.
• Collaborate with Engineering, Quality, Regulatory, Clinical, and Service teams.
• Establish and maintain support processes, knowledge resources, and procedures.
• Support new product introductions and launch readiness activities.
• Lead workforce planning, scheduling, and resource management.
• Promote a culture aligned with Credo values and leadership standards.

Skills

Complex Systems

Customer Escalation

People Leadership

Technical Support

Lean Six Sigma

Education

Bachelor's Degree in Engineering, Biomedical Engineering, Information Technology, Healthcare Technology, Business, or related field

Advanced degree preferred

Tools

CRM

Service Management

Analytics Platforms

Job description

Johnson & Johnson MedTech seeks a Technical Support Manager to lead a Robotic Technical Support team providing remote support for robotic medical capital equipment and digital technologies. This role focuses on exceptional customer experiences, operational excellence, and escalations, with cross-functional collaboration.

The candidate will partner with Engineering, Quality, Regulatory, Clinical, and Service teams to enable product improvements and growth, while building an inclusive,