Technical Support Manager – Robotics

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Lead, mentor, and cultivate a high-performing, customer-centric Robotic Technical Support team.

• Supervise daily technical support operations, addressing customer inquiries, service requests, and technical challenges.

• Handle intricate technical escalations and critical customer situations in collaboration with cross-functional partners.

• Monitor and enhance service levels, response times, resolution times, customer satisfaction, and team efficiency.

• Collaborate with Engineering, Quality, Regulatory, Clinical, and Service teams to resolve issues, improve products, and meet business goals.

• Establish and uphold support processes, knowledge resources, and operational protocols.

• Assist with new product launches, readiness initiatives, and organizational growth projects.

• Direct workforce planning, scheduling, and resource allocation.

• Promote the values of the Johnson & Johnson Credo and the Standards of Leadership.

• Provide operational updates, performance metrics, risks, and improvement strategies to leadership.

⛳️ Requirements

• Bachelor's degree in Engineering, Biomedical Engineering, Information Technology, Healthcare Technology, Business, or a related discipline.

• A minimum of 6+ years of experience in Technical Support, Customer Support, Field Service, Product Support, or a similar role.

• At least 3+ years of leadership experience managing technical or customer-facing teams.

• Experience in supporting complex medical devices, capital equipment, healthcare technology, or similar products.

• Proven experience in managing customer escalations and leading cross-functional problem-solving initiatives.

• Expertise in driving operational enhancements through performance metrics and data analysis.

• Willingness to travel approximately 20% domestically within the U.S.

• Ability to work outside standard business hours, including occasional evenings, extended days, weekends, and holiday support.

• Experience with robotic, digital health, or advanced medical technology platforms.

• Understanding of FDA regulations, ISO 13485, and medical device quality systems.

• Familiarity with CRM, service management, and analytics platforms.

• Certification in Lean, Six Sigma, or other process improvement methodologies.

🏝️ 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 entitlement of up to 120 hours per calendar year.

• Sick leave of up to 40 hours per calendar year.

• Holiday pay, including floating holidays, up to 13 days per calendar year.

• Work, Personal, and Family Time, totaling up to 40 hours per calendar year.

• Inclusive interview process and accommodations for disabilities.