Robotics Technical Support Manager (Remote-capable)

Johnson & Johnson Co.; United States; Hybrid; USD 102,000 - 177,000; Full time

Job summary

Johnson & Johnson MedTech is hiring a Technical Support Manager for the Robotic Technical Support organization, with remote work considered within the United States. You will lead a team delivering remote technical support for robotic medical capital equipment and digital technologies.

The role focuses on exceptional customer experiences, operational excellence, and escalation management, partnering with cross-functional teams to resolve issues and improve processes.

Qualifications

• Minimum of 6+ years in Technical Support, Customer Support, Field Service, or related function.
• Minimum of 3+ years in people leadership 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.

Responsibilities

• Lead, coach, and develop a high-performing, customer-focused team.
• Oversee daily technical support operations and timely resolution of inquiries and issues.
• Manage complex technical escalations with cross-functional partners.
• Monitor KPIs: service levels, response/resolution times, CSAT, and productivity.
• Partner with Engineering, Quality, Regulatory, Clinical, and Service teams for issue resolution.
• Establish and maintain support processes, knowledge resources, and SOPs.
• Support new product introductions and launch readiness.
• Lead workforce planning, scheduling, and resource management.
• Foster a Credo-aligned, inclusive team culture.
• Present updates, risks, and improvement plans to leadership.

Skills

Technical leadership

Robotics experience

Customer escalation handling

Data analysis

Education

Bachelor's Degree in Engineering or related field

Tools

CRM platforms

Service management tools

Analytics platforms

Job description

Johnson & Johnson MedTech is hiring a Technical Support Manager for the Robotic Technical Support organization, with remote work considered within the United States. You will lead a team delivering remote technical support for robotic medical capital equipment and digital technologies.

The role focuses on exceptional customer experiences, operational excellence, and escalation management, partnering with cross-functional teams to resolve issues and improve processes.