Manager Technical Support, MONARCH

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 https://www.jnj.com

Job Function:
Customer Management

Job Sub Function:
Technical Customer Service

Job Category:
People Leader

All Job Posting Locations:
Cincinnati, Ohio, United States of America, Santa Clara, California, United States of America

Job Description:

Johnson & Johnson MedTech is recruiting for a Manager, Technical Support, MONARCH™ Platform, based in Santa Clara, CA.

Remote work may be considered on a case-by-case basis, subject to company approval.

About MedTech Surgery

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.

Are you passionate about improving and expanding the possibilities of surgery? Ready to join a team that’s reimagining how we heal? Our Surgery team will give you the chance to deliver surgical technologies and solutions to surgeons and healthcare professionals around the world.

Your contributions will help effectively treat some of the world’s most prevalent conditions such as obesity, cardiovascular disease and cancer.

Patients are waiting.

Your unique talents will help patients on their journey to wellness.

Learn more at https://www.jnj.com/medtech

The Manager Technical Support is responsible for leading a team of Technical Support Engineers (TSE) and Service Coordinators (SC) who provide remote clinical and technical support for the MONARCH Platform.

The Manager will function as a technology and business systems expert and resource in the clinical application of robotic-assisted procedures.  Works with sales, marketing, field and technical engineers, R&D, Professional Education and other stakeholders to drive issue resolution and overall customer satisfaction.

Key Responsibilities:


* Lead team of Technical Support Engineers in support of organizational goals and objectives.


* Drive an environment of continuous improvement for the Technical Support Team.


* Build consensus and impact outcomes, e.g., meets individually with team members to gain acceptance for recommendations or to professionally address conflict.


* Oversee execution of technical support processes, measures effectiveness, and ensures adherence to SOPs and Work Instructions.


* Monitor, analyze, and share relevant metrics with key stakeholders for improvement of technical support.


* Work with IT resources to ensure business systems are maintained to effectively execute technical s...