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.

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