Customer Service Lead MedTech Spain

Johnson & Johnson; Madrid; Presencial; EUR 50.000 - 70.000; Jornada completa

Descripción de la vacante

A global healthcare company is seeking a Customer Service Lead MedTech in Madrid to oversee the Customer Service department. The role demands exceptional leadership and communication skills, ensuring the delivery of extraordinary customer experiences while driving collaboration across all business partners. Ideal candidates will have a strong background in customer service processes, and leadership experience, and proficiency in both Spanish and English. Full-time position offers the opportunity to impact healthcare innovation.

Formación

• Graduate level required, preferably in Engineering or Business fields; MBA preferred.
• Experience in Customer Service processes (Order to Invoice, case management, customer management) is preferred.
• Proficiency in CRM/ERP systems and data analysis tools.

Responsabilidades

• Oversee and coordinate the Customer Service department activities.
• Ensure outstanding customer service to internal and external stakeholders.
• Drive digital and intelligent automation strategy.

Conocimientos

Client-facing skills

Interpersonal skills

Analytical skills

Troubleshooting skills

Leadership

Educación

Graduate degree in Engineering or Business

MBA preferred

Herramientas

SAP JDE

Power BI

Excel

Descripción del empleo

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 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 more at

Job Function

Customer Management

Job Sub Function

Non-Technical Customer Service

Job Category

People Leader

Job Posting Location

Madrid, Spain

Job Description

Johnson & Johnson is recruiting for a Customer Service Lead MedTech Spain. The Customer Service Lead MedTech Spain is responsible for overseeing and coordinating the activities of the Customer Service department, ensuring the delivery of outstanding service to internal and external stakeholders. This role will deliver an outstanding customer experience by focusing on providing excellence in customer care and Order‑to‑Cash processes. It will also play an active role within the organization to drive collaboration with all business partners in a highly cross‑functional environment. The role requires strong leadership, cross‑functional collaboration and a strategic mindset to align departmental goals with company objectives while maintaining excellent relationships with customers, sales teams and support functions—always respecting SOPs, HCC and J&J Credo.

Main Duties and Responsibilities

• Build a strongly motivated and customer‑centric team composed of more than 35 members.
• Set a clear mission and deploy strategies focused toward that mission.
• Foster an excellent service experience to engage our customers; take ownership of customer issues and follow problems through to resolution.
• Control resources and assets to achieve qualitative and quantitative targets.
• Adhere to and manage the agreed budget in line with cost‑efficiency targets.
• Drive digital and intelligent automation strategy.
• Accountable for process simplification and continuous improvement, reducing waste and pursuing the right first‑time approach.
• Partner with the E2E Supply Chain and Commercial teams to promote teamwork and partnership.
• Act as an active member of the EMEA Customer Service Leadership Team, representing Spain and supporting the building and execution of the regional strategy and local CS transformation process.
• Champion talent development, diversity & inclusion and live Our Credo Values.
• Oversee daily operations including order management, complaint resolution, returns and logistics coordination; ensure compliance with internal policies, SOPs and regulatory requirements.

Essential Knowledge and Skills

• Graduate level required, preferably in Engineering or Business fields; MBA preferred.
• Preferred Supply Chain qualifications such as APICS or Continuous Improvement Certifications (Green, Black or Master Black Belt).
• Experience in Customer Service processes (Order to Invoice, case management, customer management, etc.) is preferred.
• Excellent knowledge of Spanish; professional proficiency in English (written and spoken).
• Strong client‑facing and interpersonal skills.
• Sophisticated troubleshooting and multi‑tasking skills.
• Excellent analytical, influencing and teamwork skills.
• Ability to think strategically and lead complex operations.
• Continuous improvement mentality.
• Excellent knowledge of management methods and techniques.
• Proficiency in CRM/ERP systems (e.g., SAP JDE), data analysis tools (Power BI, Excel) and Electronic Data Interchange (EDI) and API solutions.
• Experience in Healthcare and/or MedTech industry.
• Financial savvy.
• Team leadership experience.

Preferred Skills

• Communication
• Continuous Improvement
• Customer Centricity
• Customer Engagement
• Customer Interactions
• Customer Satisfaction
• Customer Service Philosophy
• Customer Support Operations
• Developing Others
• Inclusive Leadership
• Leadership
• Personalized Services
• Process Improvements
• Service Request Management
• Team Management

Key Skills

• Typing, Data Entry, Customer Service, Basic Math, Computer Skills, Windows, Banking, Upselling, Pricing, Sanitation, Cash Handling, Stocking

Employment Details

• Type: Full‑Time
• Vacancy: 1