Technical Support Manager - Robotics

Description

The company's MedTech group is hiring a Technical Support Manager for its Robotic Technical Support organization, based in the Eastern Time zone.

Robotics was formed in 2020 and brings together flexible robotics, surgical robotics, and digital solutions. Its goal is to help clinicians work more effectively and improve diagnosis, treatment, and recovery for patients. Teams are growing quickly in the San Francisco Bay Area, Cincinnati, and Seattle.

The company is building a multi-specialty soft-tissue surgical robot that uses AI and machine learning and connects health data inside and outside the operating room.

You will lead remote robotic technical support engineers who support robotic capital equipment and digital technologies. You will own the customer experience, operational results, and customer-facing escalations while growing a strong team. You will work closely with cross-functional partners to resolve issues quickly and keep improving. You will set customer-first priorities and build a collaborative, accountable, inclusive team culture.

Responsibilities

• Coach and develop people so the team is customer-focused and performs well.
• Run daily support operations so customer inquiries, service requests, and technical issues get resolved on time.
• Lead complex escalations and critical customer situations with cross-functional partners.
• Track and raise results on service levels, response and resolution times, customer satisfaction, and team productivity.
• Work with engineering, quality, regulatory, clinical, and service teams on issue fixes, product improvements, and business goals.
• Build and maintain support processes, knowledge resources, and procedures that make work more consistent, efficient, and compliant.
• Help with new product introductions, launch readiness, and growth initiatives.
• Plan workforce, scheduling, and resources to meet business demand.
• Build a culture that reflects the company's Credo values and Standards of Leadership.
• Report operational updates, metrics, risks, and improvement plans to leadership as needed.

Requirements

• Required: a bachelor's degree in engineering, biomedical engineering, information technology, healthcare technology, business, or a related field.
• Required: 6+ years of work experience in technical support, customer support, field service, product support, or a similar function.
• Required: 3+ years of people leadership experience leading technical or customer-facing teams.
• Required: experience supporting complex medical devices, capital equipment, healthcare technology, or related products.
• Required: experience leading customer escalations and cross-functional problem solving.
• Required: experience improving operations using performance metrics and data analysis.
• Required skills: complex systems, customer escalation, people leadership, and technical support.
• Preferred: an advanced degree.
• Preferred: experience supporting robotic, digital health, or advanced medical technology platforms.
• Preferred: knowledge of FDA regulations, ISO 13485, and medical device quality systems.
• Preferred: experience with CRM, service management, and analytics platforms.
• Preferred: Lean, Six Sigma, or other process improvement certification.
• Preferred skills: compliance management, customer alignment, customer analytics, customer centricity, customer experience management, customer support, customer support operations, customer support trends, developing others, emerging technologies, fact-based decision making, inclusive leadership, leadership, process improvements, resource allocation, service request management, team management, and technologically savvy.

Conditions

Travel approximately 20% within the United States.

You may need to work outside standard business hours, including occasional evenings, extended workdays, weekends, and holiday support, as business and customer needs require.

Based in the Eastern Time zone. Remote work within the United States may be considered case by case.

Posted locations are Cincinnati, Ohio and Santa Clara, California.

The company is committed to an interview process that meets applicants' needs.

Benefits

• Base pay range of $102,000.00 to $177,100.00, or $118,000.00 to $203,550.00 for candidates in the San Francisco Bay Area.
• Eligible for an annual cash performance bonus under the plan terms, awarded at the company's discretion based on individual and company results over the performance year.
• Eligible for the company's long-term incentive program.
• May be eligible for medical, dental, vision, life, short- and long-term disability, business accident, and group legal insurance.
• May be eligible for the company's pension plan and 401(k) savings plan.
• 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.