Digital Robotics Customer Support Manager (Duration Based Role)

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 jnj.com

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world.  We provide an inclusive work environment where each person is considered as an individual.  At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function:

Customer Management

Job Sub Function:

Non-Technical Customer Service

Job Category:

People Leader

All Job Posting Locations:

Raritan, New Jersey, United States of America

Job Description:

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

Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech 

The Robotics & Digital Customer Support Manager is a critical role responsible for leading a team that manages J&J MedTech’s capital order journey—from contract handover and order entry through deployment and revenue recognition. This leader guides complex contract execution, coordinates logistics and product flows, and collaborates cross-functionally to ensure seamless operations throughout the year and during high-impact periods such as quarter-end and year-end. Beyond operational excellence, the role is pivotal in shaping and influencing how we execute and adapt to evolving market requirements, ensuring continued relevance and growth. By establishing a standardized, strategic approach and fostering strong internal and external relationships, this position enables process improvement, maintains data integrity, and supports sustainable execution models aligned with future business needs.

This role is a Duration-Based Role for 18 months from the time of hire.

Key Responsibilities:

Overseeing and Leading a Team Responsible for:

• Coordinate with internal teams—including Sales, Marketing, Contract Management, Distribution, and Transportation—to ensure smooth execution of customer orders; proactively troubleshoot and resolve issues when orders do not proceed as planned to minimize delays and meet scheduled installation dates.

• Manage invoicing and billing plan processing in accordance with go-to-market models and contract requirements.

• Execute return orders and support asset retrieval processes.

 

Logistics Coordination:

• Serve as the primary point of contact while leading the team in managing customer orders and collaborating with distribution center leads across multiple DCs to ensure seamless, complex order shipments that are delivered on time and in full.

• Direct the coordination of transportation logistics with the Outbound Transportation Team, third-party transportation vendors, customers, Sales, Installation, and Service teams.

• Collaborate with installation planning teams on distribution and robotic installation activities.

• Collaborate with Commercial on forecasting, escalation management, and business continuity planning activities.

Process Optimization and Improvement:

• Identify opportunities for process improvement and implement solutions that enhance efficiency and accuracy.

• Collaborate with cross-functional stakeholders to assess commercialization change requests, conduct area impact analyses, and provide constructive feedback.

• Oversee the development and maintenance of dashboards that track order processing efficiency.

• Ensure compliance with company policies, industry standards, and regulatory requirements.

• Ensure business process documents are updated as program needs and requirements evolve.

• Provide key strategic insights and input for the development of Customer Support activities and strategies supporting Digital and Robotics launches.

Team Leadership:

• Lead, mentor, and develop a team of professionals, promoting growth and skill enhancement.

• Foster a positive team culture that encourages innovation, accountability, and collaboration.

• Conduct regular performance evaluations and provide constructive feedback to direct reports.

• Ensure adherence to all policies, procedures, and service-level agreements with supported franchises, as well as compliance of processed transactions for accurate reporting in accordance with policies and procedures, SOX requirements, segregation-of-duties controls, and Corporate Audit guidelines.

• Use reports and data to monitor performance against workload, schedule adherence, handle time, and other performance-related metrics, ensuring achievement of individual and department goals.

 

Problem Solving & Strategic Thinking:

• Identify and partner with key stakeholders to resolve issues related to order processing and order discrepancies.

• Assist with troubleshooting and implementing corrective actions to prevent recurring issues.

• Navigate complex timelines and shifting priorities through clear communication, realistic planning, and close collaboration with key Supply Chain stakeholders.

• Apply critical thinking to evaluate resource availability and process constraints when reviewing strategies and contractual requirements. Make informed decisions—saying “yes” or “no” based on operational feasibility—and offer practical alternatives that meet business needs while maintaining alignment with organizational goals.

• Provide comprehensive support throughout the entire order journey, ensuring a seamless customer experience for internal and external customers.

• Apply SAP and CRM knowledge to optimize product flow and system performance.

• Develop efficient escalation processes and facilitate communication among cross-functional teams and stakeholders.

• Demonstrate strong collaboration skills and the ability to influence without authority.

Qualifications:

Education: Bachelor’s degree is required. Bachelor's Degree preferably in Business, Supply Chain Management, Engineering, or a related field.

Experience:

• A minimum of 5 years of experience in a leadership role related to logistics, supply chain, or contract management.

• Strong business acumen and a proven track record of managing complex projects involving multiple stakeholders.

• Demonstrated advanced understanding of end-to-end supply chain processes.

• Understanding of commercial processes or relevant experience in the Digital, Robotics, and Enabling Technologies landscape preferred.

• Proven experience leading organizational and team transformation initiatives and driving change management strategies that align processes, people, and technology to deliver sustainable improvements and business growth.

• Strong understanding of SAP and CRM systems, as well as product and process flows, preferred.

• Excellent verbal and written communication skills for effective stakeholder interactions.

• Strong presentation skills for conveying information clearly to diverse audiences.

• Exceptional relationship-building capabilities that foster teamwork and collaboration.

• Strong problem-solving skills and the ability to think critically under pressure.

• Ability to prioritize tasks, manage time efficiently, and oversee multiple projects simultaneously.

• Customer-centric mindset.

• Ability to build professional relationships with customers and with internal and external partners across functions and sites, collaborating to achieve shared goals and meet timelines.

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. 

Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, external applicants please contact us via https://www.jnj.com/contact-us/careers , internal employees contact AskGS to be directed to your accommodation resource. If you are under 18 years of age you (the candidate) may need to obtain the necessary working papers or other documentation required by state law to start the assignment, as well as get a parent’s consent for the background check.

Required Skills:

 

 

Preferred Skills:

Communication, Continuous Improvement, Customer Centricity, Customer Engagement, Customer Satisfaction, Customer Service, Customer Service Philosophy, Customer Support Operations, Customer Support Trends, Developing Others, Inclusive Leadership, Leadership, New Program Development, Personalized Services, Process Improvements, Service Request Management, Stakeholder Engagement, Team Management

 

 

The anticipated base pay range for this position is :

$102,000.00 - $177,100.00

Additional Description for Pay Transparency:

Subject to the terms of their respective plans, employees are 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 long-term incentive program.



Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off benefits:

Vacation –120 hours per calendar year

Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado –48 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year

Holiday pay, including Floating Holidays –13 days per calendar year

Work, Personal and Family Time - up to 40 hours per calendar year

Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child

Bereavement Leave – 240 hours for an immediate family member: 40 hours for an extended family member per calendar year

Caregiver Leave – 80 hours in a 52-week rolling period10 days

Volunteer Leave – 32 hours per calendar year

Military Spouse Time-Off – 80 hours per calendar year

For additional general information on Company benefits, please go to: - https://www.careers.jnj.com/employee-benefits