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 coverage

Dental & vision coverage

401(k) retirement plan

Paid time off

Job summary

Johnson & Johnson MedTech is seeking a Technical Support Manager to lead a Robotic Technical Support team across the United States, primarily based in the Bay Area. You will enable remote technical support for robotic medical capital equipment and digital technologies, collaborating with Engineering, Quality, Regulatory and Service teams.

You will establish performance targets, drive process improvements, mentor engineers, manage escalations, and ensure exceptional customer experiences while

Qualifications

• 6+ years in Technical Support or related function.
• 3+ years of people leadership experience.
• Experience with complex medical devices or healthcare tech.
• Experience leading customer escalations and cross-functional problems.
• Experience using metrics to drive improvements.

Responsibilities

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

Skills

Technical Support leadership

Customer escalation management

Medical devices experience

Data-driven problem solving

Cross-functional collaboration

Education

Bachelor's degree in Engineering or related field

Advanced degree preferred

Tools

CRM systems

Service management platforms

Analytics platforms

Job description

Johnson & Johnson MedTech is seeking a Technical Support Manager to lead a Robotic Technical Support team across the United States, primarily based in the Bay Area. You will enable remote technical support for robotic medical capital equipment and digital technologies, collaborating with Engineering, Quality, Regulatory and Service teams.

You will establish performance targets, drive process improvements, mentor engineers, manage escalations, and ensure exceptional customer experiences while