Service Operations Leader - Johnson and Johnson

Johnson & Johnson MedTech Surgery is recruiting for a Service Operations Leader, located fully onsite in Cincinnati, OH.
Johnson & Johnson

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 https://www.jnj.com/.

The Service Operations Leader is responsible for end-to-end leadership of the service and repair logistics and operations within the Johnson & Johnson MedTech Cincinnati Service Center. This includes providing strategic oversight of the Service Materials team and direct supervision of the Service Center Repair Technician team, identifying and driving operational process improvements to ensure high quality, timely, and cost-effective repairs.

The Service Operations Leader role and responsibilities will include coordinating the daily work of the Repair Center Technician Team, driving process enhancements, implementing cost improvements, monitoring metrics, engaging in Talent development to facilitate team goals, and partnering with Service Engineering to validate new service processes.
Key Responsibilities:

• Provides leadership and coordination of servicing activities for capital equipment products.
• Challenges the status quo and proactively identifies and implements both process and cost improvements.
• Manages Work in Process (WIP) levels, cycle times, ready for use pool levels, special projects, and complaint aging reports.
• Oversees the Service Materials Supervisor who is responsible for end-to-end materials logistics, buying and inventory for the Cincinnati Service Center and global spare parts warehouse.
• Identifies resourcing requirements and performs hiring activities.
• Manages the relationship with other J&J MedTech Business Unit service organizations using the Cincinnati Service Center to ensure effective delivery of service activities per defined service level agreements.
• Partners with Service Engineers and/or provides resources to assist in the integration of new product repair processes, and the development of service training materials, service manuals, and other required documentation to support the service business.
• Fosters collaboration with other Service Center Functional Groups: Support Technicians, Service Support Specialists, Engineering, Purchasing, Quality.
• Establishes career development pathways for the Service Center Repair Technicians and Service Materials Supervisor and if required, corrective action plans and disciplinary action for performance gaps.
• Leads departmental safety initiatives that ensure compliance with Federal, State and J&J Safety regulations and/or guidelines as well as ensuring personal and Company compliance with all Federal, State, local and Company regulations, policies, and procedures.
• Serves as the Owner of service center technical documentation such as work instruction updates, and form changes.
• Creates and maintains reports in MDS&R for Service Metrics and provides data to support monthly billing by the Service Support team.
• Supports the Service Engineers in investigating and developing corrective and preventative action plans for product/process non-conformances.
• Tracks and trends service line equipment performance over time, and assists with problem resolution.
• Responsible for following all Company guidelines related to Health, Safety and Environmental practices as applicable.

Education:

• Bachelors degree in Engineering, Scientific or Technical concentration is required

Experience and Skills:

Required:

• A minimum of six (6) years of related work experience in a technical field
• Experience managing direct reports
• Experience in problem solving and continuous improvement
• Experience in the medical device industry
• Good communication and collaboration skills
• Strong negotiating/influencing skills
• Demonstrated ability to manage team performance and provide constructive feedback
• Ability to work independently, with occasional guidance
• Basic financial competence (cost to serve and profitability)
• Knowledge of electrical components

Preferred:

• Knowledge of GMP (Good Manufacturing Practices) / ISO (International Organization for Standardization)
• Engineering (design, manufacturing, quality, etc) experience
• Experience in capital equipment servicing, customer support, technical support, manufacturing, supply chain, or logistics
• Six Sigma Certification
• Experience with CRM business systems
• Demonstrated initiative, creativity, assertiveness, and leadership abilities
• The ability to operate standardized and/or advanced test equipment, measurement devices, and custom test fixtures

Other:

• Ability to travel up to 10% domestically
• The anticipated base pay range for this position is $100,000 - $172,500

Johnson & Johnson is an Affirmative Action and 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, or protected veteran status and will not be discriminated against on the basis of disability.

Johnson & Johnson values diversity and inclusion. We are committed to building diverse teams that reflect both the patients and the partners we support. We strive to create an inclusive work environment where our people feel at home and are given the space to realize their full potential. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

For more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit www.careers.jnj.com !

For more than 130 years, diversity, equity & inclusion (DEI) has been a part of our cultural fabric at Johnson & Johnson and woven into how we do business every day. Rooted in Our Credo, the values of DEI fuel our pursuit to create a healthier, more equitable world. Our diverse workforce and culture of belonging accelerate innovation to solve the world's most pressing healthcare challenges.

We know that the success of our business - and our ability to deliver meaningful solutions - depends on how well we understand and meet the diverse needs of the communities we serve. Which is why we foster a culture of inclusion and belonging where all perspectives, abilities and experiences are valued and our people can reach their potential.

At Johnson & Johnson, we all belong!

This job posting is anticipated to close on (11/13/2024). The Company may however extend this time-period, in which case the posting will remain available on https://www.careers.jnj.com to accept additional applications.