Manager, Technical Customer Service

J&J FAMILY OF COMPANIES

Santa Clara, California, United States of America
Base: $118,000.00 - $203,550.00; bonus/equity: eli...
Fully remote
Technical support for medical capital equipment
Manage high-severity customer issues
Cross-functional resource coordination
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

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 (e.g. engineering, quality, regulatory, clinical, service operations, etc.) to drive timely analysis, corrective action plans, and customer communication while ensuring compliance with applicable medical device regulations and company quality systems.
  • Employees are eligible for participation in the Company’s consolidated retirement plan (pension) and savings plan (401(k)), long-term incentive program, and various time off benefits including vacation, sick time, holidays, and parental leave.

Matching 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.

Salary

Base: $118,000.00 - $203,550.00; Bonus/Equity: Eligible for long-term incentive program; Benefits: Pension, 401(k), Vacation, Sick time, Holiday pay, Work/Personal/Family Time, Parental Leave, Bereavement Leave, Caregiver Leave, Volunteer Leave, Military Spouse Time-Off

Skills & Requirements

Must-have

  • Technical Support for medical capital equipment
  • Manage high-severity customer issues
  • Cross-functional resource coordination
  • Medical device regulations compliance
  • Customer communication and empathy

Nice-to-have

  • Passion for improving surgical possibilities
  • Reimagining how we heal
  • Developing next-generation treatments
  • Individual contributor with developing expertise

Key Requirements

  • Bachelor's Degree in Engineering or related field
  • 6 years of work experience in Technical Support or Field Service
  • Experience working with medical devices
  • Knowledgeable of Medical Device Regulations

Work Rights

Must reside in east coast of US

Tailored Resume

Cover Letter