Robotics Technical Support Manager – Remote-Eligible

Johnson & Johnson Co.

Oregon

Hybrid

USD 102,000 - 177,000

Full time

7 days ago

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Benefits offered by this job

Medical, Dental, Vision

Life Insurance

Short- and Long-Term Disability

401(k) Retirement Plan

Long-Term Incentive Program

Vacation – up to 120 hours/year

Sick time – up to 40 hours/year

Holiday pay – up to 13 days/year

Work, Personal and Family Time – up to

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.

The role leads Robotic Technical Support Engineers delivering remote technical support for robotic medical capital equipment and digital technologies, driving exceptional customer experiences and continuous improvement.

Qualifications

Bachelor's degree in Engineering or related field; Advanced degree preferred.
6+ years in Technical Support, Customer Support, Field Service or related.
3+ years of leadership experience managing technical or customer-facing teams.
Experience with complex medical devices, capital equipment, healthcare tech, or related.
Experience leading escalations and cross-functional problem solving.

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, customer satisfaction, productivity.
Collaborate with Engineering, Quality, Regulatory, Clinical, and Service teams on issues and improvements.
Establish and maintain support processes, knowledge resources, and SOPs.