[Hiring] Technical Support Manager @Johnson & Johnson Innovative Medicine

Role 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.

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

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

Requirements

• 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.

Benefits

• Medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance.
• Consolidated retirement plan (pension) and savings plan (401(k)).
• Participation in the Company’s 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.