Service Operations Lead [MedTech]

Johnson & Johnson Innovation; Singapore; On-site; SGD 110,000 - 170,000; Full time

Job summary

Johnson & Johnson Innovation in Singapore seeks a Service Operations Lead to drive service enablement supporting commercialization, focusing on inventory, ordering, import/export and tool management. The role leads regional service operations, ensuring quality, efficiency, and strong customer experience across APAC partner collaborations.

Responsibilities include resource planning, project execution, and deriving actionable insights to continually enhance the organization’s customer experience

Qualifications

• Degree in SCM, Operations, Industrial Engineering or Logistics or equivalent (must have).
• 4 years of related experience in Service Operations, Logistics Operations, Repair Operations or Supply Chain Operations or similar.
• Strong communication and presentation skills.
• Ability to work independently and meet deadlines.
• Data analytics and project/operations management abilities.

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 service operations process ownership for the region, with Quality/Compliance adherence.
• Resource planning 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 strategy.

Skills

Strong communication

Presentation skills

Data analytics

Project management

Operations adaptability

Education

Degree in SCM/Operations/IE/Logistics or equivalent

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