Digital Robotics Customer Support Manager (Duration Based Role)

Location: Raritan, New Jersey, United States of America

Salary: $102,000–$177,100 per year

Company

Johnson & Johnson MedTech develops healthcare and medical technology solutions, including digital and robotic systems.

What you will do

• Lead customer support operations for capital robotics orders from contract handover and order entry through deployment and revenue recognition.
• Coordinate complex order shipments, transportation, distribution, installation planning, returns, asset retrieval, invoicing, and billing plans.
• Partner with Sales, Marketing, Contract Management, Distribution, Transportation, Commercial, Installation, and Service teams to resolve escalations and delivery issues.
• Identify process improvements, maintain business process documentation, and oversee dashboards tracking order-processing efficiency.
• Support Digital and Robotics launches, commercialization changes, business continuity planning, and compliance with SOX and audit controls.
• Lead, mentor, and develop a team while monitoring performance, service levels, workload, and operational metrics.

Requirements

• Bachelor’s degree required, preferably in Business, Supply Chain Management, Engineering, or a related field.
• At least 5 years of leadership experience in logistics, supply chain, or contract management.
• Advanced understanding of end-to-end supply chain processes and experience managing complex, cross-functional projects.
• Experience with organizational transformation, change management, process improvement, and stakeholder collaboration.
• Strong problem-solving, communication, presentation, relationship-building, prioritization, and customer service skills.
• Knowledge of SAP, CRM systems, product flows, and process flows is preferred.

Nice to have

• Experience in Digital, Robotics, and Enabling Technologies.
• Experience with commercial processes and customer support operations.

Culture & Benefits

• 18-month duration-based role from the time of hire.
• Retirement plan, pension, and 401(k) savings plan participation.
• Long-term incentive program eligibility.
• Vacation, sick time, holidays, parental leave, caregiver leave, bereavement leave, volunteer leave, and other paid time-off benefits.
• Inclusive equal-opportunity workplace with accommodation support during the interview process.