Robotics Technical Support Manager - Remote Eligible

Johnson & Johnson Co.; Cincinnati (OH); Hybrid; USD 102,000 - 177,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

Bonus potential based on performance

401(k) retirement plan

Job summary

Johnson & Johnson MedTech is recruiting for a Technical Support Manager within the Robotic Technical Support organization, located in the Eastern Timezone. Remote work may be considered on a case-by-case basis within the United States.

You will lead a team of Robotic Technical Support Engineers, deliver remote technical support for robotic medical capital equipment and digital technologies, and drive customer satisfaction and performance improvements.

Qualifications

• Bachelor's degree in Engineering, Biomedical Engineering, IT, Healthcare Tech, Business or related field.
• Advanced degree preferred.

Responsibilities

• Lead, coach, and develop individuals to build a high-performing, customer-focused team.
• Oversee daily technical support operations, ensuring timely resolution of customer inquiries, service requests, and technical issues.
• Drive effective management of complex technical escalations and critical customer situations through 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 to support 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 activities to meet business demands.
• Foster a culture that reflects Credo values and Standards of Leadership.
• Present operational updates, performance metrics, risks, and improvement plans to leadership as needed.

Skills

People leadership

Technical support

Customer support

Cross-functional collaboration

Data analysis

Education

Bachelor's Degree in Engineering or related field

Advanced degree preferred

Tools

CRM systems

Service management

Analytics platforms

Job description

Johnson & Johnson MedTech is recruiting for a Technical Support Manager within the Robotic Technical Support organization, located in the Eastern Timezone. Remote work may be considered on a case-by-case basis within the United States.

You will lead a team of Robotic Technical Support Engineers, deliver remote technical support for robotic medical capital equipment and digital technologies, and drive customer satisfaction and performance improvements.