Technical Support Manager – Robotics

Job not on LinkedIn

🔥 0 minutes ago

🏄 California, Ohio – Remote

🏄 California – Remote 🏈 Ohio – Remote

💵 $102k - $177.1k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧑‍🔧 Technical Customer Success Manager

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This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Johnson & Johnson

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1886

🏥 Healthcare

⚕️ Healthcare Insurance

💊 Pharmaceuticals

Healthcare • Healthcare Insurance • Pharmaceuticals

Johnson & Johnson is a multinational corporation focused on innovating across multiple sectors of healthcare and medicine. With a commitment to redefining healthcare, the company merges science and technology to address complex diseases through its divisions in innovative medicine and medical technology. Its areas of focus include oncology, immunology, neuroscience, and specialty ophthalmology, as well as interventional solutions and orthopaedics. J&J is dedicated to advancing global health equity and environmental sustainability while fostering innovation, diversity, and inclusion in the workplace. The company strives to provide solutions that connect health and care for providers, patients, and communities worldwide.

📋 Description

• Lead, coach, and develop a high-performing, customer-focused Robotic Technical Support team • Oversee daily technical support operations and resolution of customer inquiries, service requests, and technical issues • Manage complex technical escalations and critical customer situations with cross-functional partners • Monitor and improve service levels, response times, resolution times, customer satisfaction, and team productivity • Partner with Engineering, Quality, Regulatory, Clinical, and Service teams on issue resolution, product improvements, and business objectives • Establish and maintain support processes, knowledge resources, and operational procedures • Support new product introductions, launch readiness, and organizational growth initiatives • Lead workforce planning, scheduling, and resource management • Foster Johnson & Johnson Credo values and Standards of Leadership • Present operational updates, performance metrics, risks, and improvement plans to leadership

🎯 Requirements

• Bachelor's Degree in Engineering, Biomedical Engineering, Information Technology, Healthcare Technology, Business, or a related field • Minimum of 6+ years of work experience in Technical Support, Customer Support, Field Service, Product Support, or a related function • 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 • Approximately 20% domestic U.S. travel • Flexibility to work outside standard business hours, including occasional evenings, extended workdays, weekends, and holiday support • 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

🏖️ Benefits

• Annual performance bonus • Medical, dental, and vision insurance • Life insurance • Short- and long-term disability insurance • Business accident insurance • Group legal insurance • Pension plan • 401(k) savings plan • Long-term incentive program • 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 • Inclusive interview process and disability accommodations

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