{"id":3550459,"url":"https://alion.io/job/johnson-johnson-technical-support-manager-robotics","title":"Technical Support Manager - Robotics","company":{"id":14152,"name":"Johnson & Johnson","domain":"jnj.com","url":"https://alion.io/company/jnj","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":86,"open_postings":179,"ghost_share":0,"stale_share":0.777,"repost_share":0,"time_to_fill_p50_days":9,"computed_at":"2026-10-31T05:58:55Z"}},"role":"Management","role_family":"Management","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":{"label":"ET","utc_offset_min":-5,"utc_offset_max":-5},"hiring_geo_confidence":"structured","locations":["Santa Clara, United States","Cincinnati, United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":102000,"max":177100,"currency":"USD","period":"year","gross":null,"usd_annual":177100},"salary_estimate":null,"experience_years_min":6,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ISO 13485","optional":false}],"status":"live","first_seen_at":"2026-10-30T22:26:44Z","employer_posted_date":"2026-10-30","last_verified_at":"2026-10-31T07:52:59Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"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\nAs 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.\nJob Function:\nCustomer ManagementJob Sub Function:\nTechnical Customer ServiceJob Category:\nPeople LeaderAll Job Posting Locations:\nCincinnati, Ohio, United States of America, Santa Clara, California, United States of AmericaJob Description:\nJohnson & 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.\nAt 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.\nJohnson & 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.\nThe 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.\nThis 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.\nThe successful candidate will lead support operations, establish performance expectations, drive process improvements, and build organizational capability to support business growth and customer success.\nKey Responsibilities:\nLead, coach, and develop individuals to build a high-performing, customer-focused team.\nOversee daily technical support operations, ensuring timely resolution of customer inquiries, service requests, and technical issues.\nDrive effective management of complex technical escalations and critical customer situations through collaboration with cross-functional partners.\nMonitor and improve key performance indicators, including service levels, response times, resolution times, customer satisfaction, and team productivity.\nPartner with Engineering, Quality, Regulatory, Clinical, and Service teams to support issue resolution, product improvements, and business objectives.\nEstablish and maintain support processes, knowledge resources, and operational procedures that improve consistency, efficiency, and compliance.\nSupport new product introductions, launch readiness activities, and organizational growth initiatives.\nLead workforce planning, scheduling, and resource management activities to meet business demands.\nFoster a culture that reflects Johnson & Johnson Credo values and Standards of Leadership.\nPresent operational updates, performance metrics, risks, and improvement plans to leadership as needed.\nQualifications\nEducation:\nBachelor's Degree in Engineering, Biomedical Engineering, Information Technology, Healthcare Technology, Business, or a related field.\nAdvanced degree is preferred.\nExperience and Skills:\nRequired:\nA minimum of 6+ years of work experience in Technical Support, Customer Support, Field Service, Product Support, or a related function.\nA minimum of 3+ years of people leadership experience leading technical or customer-facing teams.\nExperience supporting complex medical devices, capital equipment, healthcare technology, or related products.\nExperience leading customer escalations and cross-functional problem-solving efforts.\nExperience driving operational improvements using performance metrics and data analysis.\nPreferred:\nExperience supporting robotic, digital health, or advanced medical technology platforms.\nKnowledge of FDA regulations, ISO 13485, and medical device quality systems.\nExperience with CRM, service management, and analytics platforms.\nLean, Six Sigma, or other process improvement certifications.\nTravel:\nApproximately 20% travel domestically (U.S.) needed. This role may require flexibility to work outside of standard business hours, including occasional evenings, extended workdays, weekends, and holiday support as business and customer needs dictate.\nThe anticipated base pay range for this position is $102,000.00 to $177,100.00\nFor candidates in the San Francisco Bay Area is $118,000.00 to $203,550.00\nThe Company maintains highly competitive, performance-based compensation programs. Under current guidelines, this position is eligible for an annual performance bonus in accordance with the terms of the applicable plan. The annual performance bonus is a cash bonus intended to provide an incentive to achieve annual targeted results by rewarding for individual and the corporation’s performance over a calendar/performance year. Bonuses are awarded at the Company’s discretion on an individual basis.\nEmployees and/or eligible dependents may be eligible to participate in the following Company sponsored employee benefit programs: medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance.\nEmployees may be eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).\nThis position is eligible to participate in the Company’s long-term incentive program.\nEmployees are eligible for the following time off benefits:\nVacation - up to 120 hours per calendar year\nSick time - up to 40 hours per calendar year\nHoliday pay, including Floating Holidays - up to 13 days per calendar year\nWork, Personal and Family Time - up to 40 hours per calendar year\nFor additional general information on Company benefits, please go to: https://www.careers.jnj.com/employee-benefits\nJohnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.\nJohnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, external applicants please contact us via https://www.jnj.com/contact-us/careers . internal employees contact AskGS to be directed to your accommodation resource.\nRequired Skills:\nComplex Systems, Customer Escalation, People Leadership, Technical SupportPreferred Skills:\nCompliance Management, Customer Alignment, Customer Analytics, Customer Centricity, Customer Experience Management, Customer Support, Customer Support Operations, Customer Support Trends, Developing Others, Emerging Technologies, Fact-Based Decision Making, Inclusive Leadership, Leadership, Process Improvements, Resource Allocation, Service Request Management, Team Management, Technologically SavvyThe anticipated base pay range for this position is :\n$102,000.00 to $177,100.00Additional Description for Pay Transparency:\nFor candidates in the San Francisco Bay Area is $118,000.00 to $203,550.00","description_format":"text","description_chars":8971,"description_truncated":false,"requirements":{"experience_years_min":6,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Life insurance","Retirement plans"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Prescription Drugs","Surgical Instruments & Devices","Orthopedic & Spine Implants"],"lifecycle":[{"event":"open","at":"2026-10-30T22:26:44Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 66 · green card filings: 18","filings_12m":66,"filings_prev_12m":43,"green_card_filings_12m":18,"median_offered_wage_usd":166964,"route":null,"cap_exempt":false,"checked_at":"2026-10-29T16:27:21+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":0,"expected_fill_days":9,"reasons":["conf:2","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-10-31T05:58:55Z"},"pay":{"stated_usd_annual":177100,"is_top_pay":true},"html_url":"https://alion.io/job/johnson-johnson-technical-support-manager-robotics","json_url":"https://alion.io/job/johnson-johnson-technical-support-manager-robotics.json","meta":{"generated_at":"2026-10-31T09:00:55Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":13583,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-01T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":14152},"rest":"https://alion.io/mcp/rest/get_company?id=14152"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fjohnson-johnson-technical-support-manager-robotics"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fjohnson-johnson-technical-support-manager-robotics"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fjohnson-johnson-technical-support-manager-robotics"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/johnson-johnson-technical-support-manager-robotics\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fjohnson-johnson-technical-support-manager-robotics"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3550459}},{"tool":"search_jobs","arguments":{"company":"jnj.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3550459},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}