Head of Service, MONARCH

Johnson & Johnson; Brasil; Teletrabalho; BRL 782.000 - 1.349.000; Tempo integral

Resumo da oferta

A global healthcare leader is seeking a Head of Service for its MedTech Surgery organization. This role is crucial for scaling the MONARCH Service business and involves developing strategies and managing field service operations. The ideal candidate will have over 10 years of relevant experience, strong leadership skills, and a focus on customer care excellence. This position offers competitive pay and benefits.

Serviços

Medical and dental insurance

Retirement plan

Paid parental leave

Qualificações

• Minimum 10 years of related experience and at least 8 years of people management experience.
• Strong analytical and problem-solving skills.
• Experience managing change within an organization.

Responsabilidades

• Create and implement the field service organizational strategy.
• Lead a field-based team to drive effective field service operations.
• Develop and manage the budget for the field service organization.

Conhecimentos

Leadership Skills

Field Service Management

Customer Care Excellence

Training and Development

Strategic Planning

Problem-Solving

Communication Skills

Customer Relationship Management

Formação académica

Bachelor’s Degree

Descrição da oferta de emprego

Overview

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

Job Function: Customer Management

Job Sub Function: Customer Service Operations

Job Category: Professional

All Job Posting Locations: Remote (US), Santa Clara, California, United States of America

Job Description: Head of Service, MONARCH

Location: Remote

About MedTech

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

Johnson & Johnson MedTech is hiring for a Head of Service, MONARCH, within our MedTech Surgery MONARCH organization. At Johnson & Johnson MedTech, we are working to solve the world’s most pressing healthcare challenges through innovations at the intersection of biology and technology. We harness our deep expertise in surgery, orthopedics, vision, and interventional solutions to design healthcare solutions that are smarter, less invasive, and more personalized. The MedTech Surgery organization was recently established to combine Ethicon’s market-leading surgical portfolio with the Robotics & Digital Solutions portfolio.

Position Summary

As we look to scale and mature the MONARCH Service business, this role is a foundational element of our new commercialization and on-market strategy. The Head of Service would be accountable for scaling and maturing our Field Services organization, responsible for supporting MONARCH's existing technology and newly launched technology in the market. This role also has a responsibility for creating and executing a new expanded Field Services strategy and improved Service capability for MONARCH including field service, remote technical support engineering, and service product support engineering. The Head of Service for MONARCH will partner closely with the Surgery Service Solutions leadership team.

Key Responsibilities

• Strategy Development: Create and implement the field service organizational strategy, aligning field service goals with overall service objectives.
• Field Service Management: Lead a field-based team to drive effective field service operations, including scheduling, resource allocation, and performance monitoring to ensure timely and efficient service delivery.
• Organizational Development: Create and scale field services organization, defining structure and roles and leading recruitment efforts to scale.
• Budget Management: Develop and manage the budget for the field service organization, ensuring a balance between cost and quality for the surgical robotics offerings. Identify and collaborate with capital sales team on opportunities to enhance service offerings through customer management
• Drive Cross-Functional Partnerships: Partner with customer support teams to ensure seamless service delivery and align strategic service objectives. Collaborate with continuous engineering and manufacturing to address product issues and drive improvement projects.

Qualifications/Education

• A minimum of a Bachelor’s Degree is required

Required Skills and Experience

• Minimum 10 years of related experience and at least 8 years of people management experience.
• Leadership Skills: Strong leadership abilities to inspire and manage teams, fostering a culture of excellence, collaboration, and accountability.
• Field Service Management: Proven experience in managing field service operations, including scheduling, resource allocation, and performance monitoring to ensure timely and efficient service delivery.
• Customer Care Excellence: Commitment to delivering high levels of customer satisfaction, ensuring that support and service teams address customer needs effectively and promptly.
• Training and Development: Ability to develop and implement training programs for service and technical support personnel, ensuring they are well-equipped to handle complex systems and customer inquiries.
• Strategic Planning: Skills in developing and implementing strategic plans that align service operations with business objectives, driving growth and profitability.
• Performance Metrics and Analysis: Proficiency in defining and analyzing key performance indicators (KPIs) to assess team performance and identify areas for improvement
• Problem-Solving: Strong analytical and problem-solving skills to address challenges that arise in the field, ensuring that issues are resolved quickly to minimize disruption.
• Cross-Functional Collaboration: Ability to work collaboratively with other departments (e.g., sales, engineering, regulatory) to align service strategies and share customer insights.
• Change Management: Experience in managing change within an organization, ensuring that teams adapt smoothly to new processes, technologies, or organizational shifts.
• Communication Skills: Excellent verbal and written communication skills to effectively convey information, expectations, and feedback to diverse audiences.
• Customer Relationship Management: Skills in building and maintaining strong relationships with key customers, understanding their needs, and ensuring that service delivery aligns with their expectations.

Preferred

• MedTech service leadership experience

EEO and Benefits

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.

Pay and Benefits

The anticipated base pay range for this position is : $146,000 - $251,850 / $167,000 - $289,800 Bay Area Only

Additional Description for Pay Transparency: Subject to the terms of their respective plans, employees and/or eligible dependents are eligible to participate in the following Company sponsored employee benefit programs: medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance. 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 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 Condolence Leave – 30 days for an immediate family member: 5 days for an extended family member Caregiver Leave – 10 days Volunteer Leave – 4 days Military Spouse Time-Off – 80 hours Additional information can be found through the link below. https://www.careers.jnj.com/employee-benefits