Manager, Technical Customer Service

Johnson & Johnson MedTech

Santa Clara, California, United States
Base: $118,000.00 - $203,550.00; bonus/equity: eli...
Fully remote
Technical troubleshooting skills
Customer technical issue management
Cross-functional coordination
Johnson & Johnson MedTech is seeking a Manager for Technical Customer Service, responsible for managing critical technical support issues related to robotic and digital solutions in the medical field. This fully remote position requires strong technical troubleshooting skills, customer focus, and the ability to coordinate cross-functional teams

Job Summary

  • The Escalation Manager is responsible for managing and ensuring the timely resolution of all Technical Support critical issue cases for Robotic & Digital Solutions commercially available medical capital system products.
  • This role coordinates cross-functional resources to drive timely analysis, corrective action plans, and customer communication while ensuring compliance with applicable medical device regulations and company quality systems.
  • Johnson & Johnson offers comprehensive benefits including retirement plans, vacation, sick time, parental leave, and volunteer leave, supporting employee well-being and growth.

Matching Summary

Match Score: 85

Johnson & Johnson MedTech is seeking a Manager for Technical Customer Service, responsible for managing critical technical support issues related to robotic and digital solutions in the medical field. This fully remote position requires strong technical troubleshooting skills, customer focus, and the ability to coordinate cross-functional teams.

Salary

Base: $118,000.00 - $203,550.00; Bonus/Equity: Eligible for long-term incentive program; Benefits: Retirement plans, paid time off, parental leave, volunteer leave

Skills & Requirements

Must-have

  • Technical troubleshooting skills
  • Customer technical issue management
  • Cross-functional coordination
  • Medical device regulatory compliance
  • 24/7 emergency on-call support
  • Technical support escalation management

Nice-to-have

  • ERP and CRM application experience
  • Programming languages experience
  • Continuous improvement mindset
  • Effective communication during crisis
  • Teamwork and coaching skills
  • Knowledge of J&J products and services

Key Requirements

  • Bachelor's Degree in Engineering or related field
  • Minimum 6 years technical support experience
  • Experience with medical device capital equipment
  • Knowledge of ISO 13485 and 21 CFR 820
  • Ability to travel up to 10%

Work Rights

Not specified

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