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 casebycase 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.commedtech

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 roboticassisted 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 support functions including service applications in SAP, Salesforce.com, Genesys Cloud, Microsoft Dynamics, Amazon S3, Beyond Trust and proprietary platform systems.

• Quickly and accurately address business issues or customer opportunities, including assessment of risk.

• Lead and participate on crossfunctional teams and activities which help define the strategic direction of the Technical Support Team.

• Contribute to projects by serving as project lead or project team member, engaging with and providing guidance, mentoring, and direction to project lead project team.

• Responsible for global expansion initiatives for Technical Support.

• Responsible for integration of new indications and technology into Technical Support.

• Responsible to ensure all team members receive appropriate training on new and existing technologies and indications for supported product platforms.

• Mentor TSE Supervisors, Principal and Senior TSEs.

• Other responsibilities may be assigned and not all responsibilities listed may be assigned.

• REQUIRED

  • Bachelor’s degree or equivalent experience.

  • Ability to speak publicly and to influence a variety of clinician personality types.

  • Effective customer consultative skills which include advanced clinical knowledge and analysis, exceptional customer engagement, and fostering of strong customer relationships.

  • Experience in medical device customer service andor technical support. (Complex capital systems preferred.)

  • Proven ability to work effectively and drive results independently as well as part of a team.

  • Experience in managing 3 or more direct reports.

  • Ability to travel overnight up to 10%.

  • PREFERRED

    • 5+ years of related clinical andor medical industry work experience with proven experience providing training and support on complex topics or technology.

    • Degree in scientific, clinical or engineering field.

    • Procedural support experience in bronchoscopyendoscopy or related procedures.

    • The Company maintains highly competitive, performancebased 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 calendarperformance year. Bonuses are awarded at the Company’s discretion on an individual basis.

      Employees andor eligible dependents may be eligible to participate in the following Company sponsored employee benefit programs: medical, dental, vision, life insurance, short and longterm disability, business accident insurance, and group legal insurance.

      Employees may be eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).

      This position is eligible to participate in the Company’s longterm incentive program.

      Employees are eligible for the following time off benefits:

      • 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

      • For additional general information on Company benefits, please go to: https:www.careers.jnj.comemployeebenefits

        This job posting is anticipated to close on 080525. The Company may however extend this timeperiod, in which case the posting will remain available on https:www.careers.jnj.com to accept additional applications.

        Johnson & 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.

        Robotics and Digital Solutions, is part of Johnson & Johnson Med Tech. At 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, CSATS, and Ethicon. It comprises three key medtech 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.

        The anticipated base pay range for this position is :

        The anticipated base pay range for this position is $100,000.00 to $172,500.00

        Additional Description for Pay Transparency:

        The anticipated base pay range for this position in the Bay Area is $114,000.00 to $197,800.00