✦ Luna Orbit — Customer Success & Support

Manager, Technical Customer Service

at Johnson & Johnson

📍 Santa Clara, California, United States of America Remote 💰 $118K – $203K USD / year Posted April 03, 2026
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Position Details

Salary $118K – $203K USD / year
Type Full-Time
Experience lead
Exp. Years 6+ years
Education Bachelor's Degree in Electronics Engineering, Mechanical Engineering, Software Engineering, Biomedical Engineering or related field
Category Customer Success & Support

About this role

Technical Escalation Manager leading the remote technical support for Johnson & Johnson MedTech Surgery; responsible for critical issue resolution, cross-functional coordination, regulatory compliance, and customer-focused service delivery from a remote east-coast location.

Key Responsibilities

  • Own and manage high-severity and time-sensitive customer technical critical issues from through the critical issue process to final resolution
  • Triage incoming critical issues, determine priority and impact, and activate an appropriate cross-functional response team
  • Drive structured analysis, action planning, and coordinate corrective maintenance with internal and field based teams
  • Ensure critical issue cases are documented in the support and quality systems according to internal procedures and regulatory requirements
  • Provide coaching and guidance to Tier 1 and Tier 2 support teams

Technical Overview

Role centers on advanced technical support for robotic/digital surgical solutions; requires medical device knowledge, ISO13485/21 CFR820 familiarity, and experience with ERP/CRM systems; includes travel and remote operations.

Ideal Candidate

Ideal candidate has 6+ years in technical support for medical devices, a bachelor's in engineering, strong troubleshooting, regulatory knowledge (ISO 13485, 21 CFR 820), and ERP/CRM experience; comfortable with remote, east-coast orientation and travel up to 10%. Customer-centric leader with clear communication and cross-functional collaboration

Must-Have Skills

6 years of work experience in Technical SupportField ServiceProduct Supportor advanced Customer Support of a medical device capital equipmentTechnical troubleshooting skillsClear and concise written and verbal communication skillsExcellent customer support/customer focusExperience working with medical devicesKnowledge of Medical Device RegulationsISO 13485 and 21 CFR 820Up to 10% travel

Nice-to-Have Skills

ERP and CRM application experienceProgramming languages experienceIn-depth knowledge of products and services provided by the J&J companies

Required Skills

Bachelor's Degree in Electronics EngineeringElectronics EngineeringMechanical EngineeringSoftware EngineeringBiomedical Engineering; 6+ years in technical support for medical devices; technical troubleshooting; ISO 13485; 21 CFR 820; ERP and CRM experience; Programming languages experience; regulatory compliance; remote work; cross-functional collaboration

Hard Skills

Bachelor's Degree in Electronics Engineeringelectronics engineeringMechanical EngineeringSoftware EngineeringBiomedical EngineeringTechnical TroubleshootingRegulatory knowledgeISO 1348521 CFR 820ERP (Enterprise Resource Planning) and CRM (Customer Relationship Management) experienceProgramming languages experienceRegulatory ComplianceCustomer communicationCross-functional collaborationOn-call supportTravel up to 10%

Soft Skills

Customer focusClear and concise communicationProblem solvingTime managementAdaptabilityLeadershipTeamwork

Industry & Role

Industry Healthcare & Medical
Job Function Technical escalation management within Johnson & Johnson's remote support team
Role Subtype LabVIEW Engineer

Keywords for Your Resume

managertechnical customer servicetechnical escalation managertechnical supportmedical device capital equipmentbachelors degree electronics engineeringiso 1348521 cfr 820erp (enterprise resource planning)crm (customer relationship management)programming languages experienceregulatory requirementsremoteeast coastcross-functional collaborationcustomer communicationregulatory compliancetravel up to 10%Technical TroubleshootingMedical DeviceISO 1348521 CFR 820ERPCRMProgramming languagesRegulatory complianceRemoteCustomer communication

Deal Breakers

No 6+ years of relevant experience, No bachelor's degree in engineering, No medical device experience, No ISO 13485 or 21 CFR 820 knowledge

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