Technical Support Manager – Robotics

Johnson & Johnson

. Lead, coach, and develop a high-performing, customer-focused Robotic Technical Support team .

Posted 10/30/2026full-timeRemote • United StatesMid-LevelSenior💰 $102,000 - $177,100 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading technical support teams, managing complex customer escalations, and driving operational improvements through data analysis and performance metrics. Proficient in supporting advanced medical technology platforms and ensuring compliance with FDA regulations and ISO 13485 standards.

Highest-signal resume keywords

Technical Support LeadershipOperational ImprovementCustomer Escalation ManagementFDA Regulations KnowledgeLean Six Sigma Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportCustomer SupportData AnalysisPerformance MetricsComplex Problem-SolvingRobotic Technology SupportHealthcare Technology SupportProduct SupportField ServiceService Management

Soft Skills

CoachingTeam DevelopmentCustomer FocusCross-Functional CollaborationCommunication

Tools & Technologies

CRM PlatformsService Management PlatformsAnalytics Platforms

Certifications & Qualifications

Lean CertificationSix Sigma Certification

Industry Keywords

Medical DevicesCapital EquipmentHealthcare TechnologyFDA RegulationsISO 13485Quality Systems

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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