Robotics Technical Support Manager - Remote-Eligible

Johnson & Johnson Co.; Santa Clara (CA); Hybrid; USD 102,000 - 177,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

Retirement plan (pension) and 401(k)

Paid time off

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 delivering remote technical support for robotic medical capital equipment and digital technologies, driving customer experience and continuous improvement. Approximately 20% travel within the US is required.

Qualifications

• Bachelor's degree in Engineering or related field; advanced degree preferred.
• Minimum 6+ years in technical or customer-facing support roles.
• Minimum 3+ years of people leadership experience.

Responsibilities

• Lead, coach, and develop a high-performing customer-focused team.
• Oversee daily technical support operations and timely issue resolution.
• Manage complex escalations with cross-functional partners.
• Monitor KPIs: SLAs, response/resolution times, CSAT, productivity.
• Collaborate with Engineering, Quality, Regulatory, and Service teams on improvements.

Skills

Complex Systems

Customer Escalation

People Leadership

Technical Support

Education

Bachelor's Degree in Engineering

Advanced degree preferred

Tools

CRM

Service Management

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 delivering remote technical support for robotic medical capital equipment and digital technologies, driving customer experience and continuous improvement. Approximately 20% travel within the US is required.