Technical Support Manager - Robotics

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 Function:

Customer Management

Job Sub Function:

Technical Customer Service

Job Category:

People Leader

All 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.

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