Service Operations Lead [MedTech]

Antler; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Johnson & Johnson in Singapore seeks a Service Operations Lead to drive service enablement for commercialization, manage regional service operations and programs, and optimize processes to enhance customer experience.

The role requires a degree in SCM/Operations/Engineering and 4 years of related experience in service or logistics operations, with strong communication and data analytics skills for regional collaboration.

Qualifications

• A degree in Supply Chain Management, Operations Management, Industrial Engineering, Logistics Management or equivalent.
• 4 years of related experience in Service Operations, Logistics Operations, Repair Operations or Supply Chain Operations or similar.

Responsibilities

• Lead service enablement to support commercialization initiatives.
• Drive Technical Service programs such as Inventory Management, Supply and Ordering, Import/Export and Tool Management.
• Lead and drive process optimization focusing on customer experience and service efficiency.
• Own region service operations processes, ensuring Quality/Compliance.
• Plan resources for FTE, parts, loaners and tools for the region.
• Manage projects and business programs for Technical Service Operations.
• Develop actionable insights from trends and competitive landscape to improve customer experience.
• Address ambiguous situations with effective mechanisms.
• Collaborate with partners and stakeholders to drive key initiatives and targets.
• Coordinate with internal stakeholders across region and globally.
• Engage external suppliers when required.
• Plan for current and future operational needs ensuring resources and readiness.
• Integrate Credo and Leadership Imperatives into team goals.

Skills

Communication

Data analytics

Project management

Negotiation

APAC collaboration

Independent work

Education

Degree in SCM/Operations/Industrial Eng/Logistics

Job description

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

Technical Field Service

Job Category

Professional

All Job Posting Locations

Singapore, Singapore

Job Description

Service Operations Lead

• Lead the service enablement to support commercialization initiatives.
• Drive Technical Service programs such as Inventory Management, Supply and Ordering, Import / Export and Tool Management.
• Lead and drive process optimization and improvements focusing the customer experience and service efficiency.
• Lead Service operations process ownership for the region, adhering to Quality/Compliance requirements.
• Resource planning for FTE, parts, loaners and tools, locally and indirectly for the region
• Manage projects and business programs for Technical Service Operations
• Develops actionable insights through analyses of trends and the competitive landscape to continually improve the organization's customer experience strategy.
• Executes and put in place mechanisms to deal with ambiguous situations.
• Collaborate with partners and key stakeholders in driving key initiatives enabling business goals and targets.
• Collaborate with internal stakeholders across the region and globally.
• Works with external suppliers when required.
• Plan for current and future operational needs ensuring available resources and operation capabilities readiness.
• Integrates Johnson & Johnson’s Credo and Leadership Imperatives into team goals and decision making

Experience And Education

• A degree in Supply Chain Management, Operations Management, Industrial Engineering, Logistics Management or its equivalent;
• 4 years of related experience in Service Operations, Logistics Operations, Repair Operations or Supply Chain Operations or similar.

Knowledge, Skills Abilities

• Requires strong communication and presentation skills, both written and verbal.
• Must be able to work effectively with teams throughout organization
• Proven ability to work to deadlines independently
• Versatility and flexibility to respond and adapt quickly and effectively to multiple changing priorities
• Data analytics skills
• Project or Operation Management abilities
• Negotiation and Influencing skills with partners across the APAC region.
• Ability to work independently and collaborate well with partners located in APAC countries

Preferred Skills

• Analytical Reasoning
• Coaching
• Communication
• Continuous Improvement
• Customer Centricity
• Customer Retentions
• Customer Satisfaction
• Customer Service
• Customer Service Philosophy
• Customer Support Operations
• Customer Support Trends
• Developing Others
• Inclusive Leadership
• Leadership
• Omni-Channel Support
• Service Request Management
• Team Management