Technical Support Manager - Robotics

Johnson & Johnson Innovative Medicine

Santa Clara (CA)

Hybrid

USD 102,000 - 177,000

Full time

10 days ago

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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

About Johnson & Johnson

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at jnj.com

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Overview

Job Function: Customer Management

Job Sub Function: Technical Customer Service

Job Category: People Leader

Job Posting Locations: Cincinnati, Ohio, United States of America; Santa Clara, California, United States of America

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.

At Johnson & Johnson Robotics and Digital Solutions, we’re changing the trajectory of health for humanity, using robotics to enhance healthcare providers’ abilities and improve patients’ diagnoses, treatments, and recovery times. Johnson & Johnson Robotics was established in 2020 with the integration of Auris Health, Verb Surgical, C-SATS, and Ethicon. It comprises three key med-tech platforms: Flexible Robotics (MONARCH®), Surgical Robotics (OTTAVA™), and Digital Solutions. Join our collaborative, rapidly growing teams in the San Francisco Bay Area (Redwood City and Santa Clara), Cincinnati, and Seattle. You’ll collaborate on breakthrough medical technologies that unite multiple subject areas to build a connected digital ecosystem that advances medical professionals’ skills and improves patient outcomes.

Johnson & Johnson MedTech is developing a robotic surgical platform that will set a new standard for the modern OR and transform the surgical experience. OTTAVA is designed as a multi-specialty soft-tissue surgery robot, activating the benefits of AI/ML, connecting health data inside the operating room and out.

The Technical Support Manager is responsible for leading a team of Robotic Technical Support Engineers who provide remote technical support for robotic medical capital equipment and digital technologies. This role is accountable for delivering exceptional customer experiences, driving operational excellence, being responsible for customer facing technical escalations, and developing a high-performing support team.

This leader partners closely with cross-functional teams to ensure timely issue resolution and continuous improvement. This person is passionate about the customer and makes decisions with that as a priority while fostering a collaborative, accountable, and inclusive team culture.

The successful candidate will lead support operations, establish performance expectations, drive process improvements, and build organizational capability to support business growth and customer success.

Key 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 Johnson & Johnson Credo values and Standards of Leadership.
Present operational updates, performance metrics, risks, and improvement plans to leadership as needed.

Qualifications

Education

Bachelor's Degree in Engineering, Biomedical Engineering, Information Technology, Healthcare Technology, Business, or a related field.
Advanced degree is preferred.

Experience and Skills

Required

A minimum of 6+ years of work experience in Technical Support, Customer Support, Field Service, Product Support, or a related function.
A minimum of 3+ years of people leadership experience 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.

Preferred

Experience supporting robotic, digital health, or advanced medical technology platforms.
Knowledge of FDA regulations, ISO 13485, and medical device quality systems.
Experience with CRM, service management, and analytics platforms.
Lean, Six Sigma, or other process improvement certifications.

Travel

Approximately 20% travel domestically (U.S.) needed. This role may require flexibility to work outside of standard business hours, including occasional evenings, extended workdays, weekends, and holiday support as business and customer needs dictate.

Pay

The anticipated base pay range for this position is $102,000.00 to $177,100.00

For candidates in the San Francisco Bay Area is $118,000.00 to $203,550.00

The Company maintains highly competitive, performance-based compensation programs. Under current guidelines, this position is eligible for an annual performance bonus in accordance with the terms of the applicable plan. The annual performance bonus is a cash bonus intended to provide an incentive to achieve annual targeted results by rewarding for individual and the corporation’s performance over a calendar/performance year. Bonuses are awarded at the Company’s discretion on an individual basis.

Benefits

Employees and/or eligible dependents may be eligible to participate in the following Company sponsored employee benefit programs: medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance.

Employees may be eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).

This position is eligible to participate in the Company’s long-term incentive program.

Time Off

Vacation – up to 120 hours per calendar year
Sick time - up to 40 hours per calendar year
Holiday pay, including Floating Holidays – up to 13 days per calendar year
Work, Personal and Family Time - up to 40 hours per calendar year

For additional general information on Company benefits, please go to: https://www.careers.jnj.com/employee-benefits

Equal Opportunity Employer

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected under federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

Accommodations

Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, external applicants please contact us via https://www.jnj.com/contact-us/careers . internal employees contact AskGS to be directed to your accommodation resource.

Required Skills