Service Solutions Lead - JJMT Surgery India

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:

Supply Chain Manufacturing

Job Sub Function:

Production Equipment Repair & Maintenance

Job Category:

Professional

All Job Posting Locations:

Mumbai, India, Mumbai, Maharashtra, India

Job Description:

Business Results

• Ownership and accountability for Managing the JJMT Surgery Service business in India including entire Service P&L achieving:

  • Developing and executing a multi-year service growth strategy, driving significant service revenue expansion through both existing and new customers

  • Partner with India Surgery Commercial leadership to design, activate and implement lifecycle Service offerings & CMC that deliver capture rates of >75% for new Installations, 50% for existing install base & 100% for renewals.

  • Deliver Service GP improvement for Energy Capital portfolio

• Setting the agenda, initiatives, and culture in the service organisation to help ensure that financial, employee, and customer goals are met or exceeded

• Monitor, measure, and report on Service KPI to the senior leadership team on a quarterly basis (in line with APAC Service KPI)

Customer Results (Competitiveness)

• Develops strong Channel Partner & Customer (Service) relationships and serves as the interface between customer and all JJMT Surgery organisation in India

• Delivers improved Customer Experience, though improved Response Time, Repair cycle time and Issue resolution time KPI, and drive continuous improvement

• Drives business results and manages customer relationships within area of responsibility

Quality, Compliance & Risk Management

• Ensure strict adherence to regulatory standards (e.g., TGA in Australia, FDA) and internal quality control processes for medical devices.

• Oversee incident management, ensuring that any technical or clinical risks are promptly investigated, reported, and resolved to guarantee patient safety

• Owns operational processes for Service (Preventative Maintenance (PM) completion, workforce management, Non-contract Revenue, Field Engineer Tool utilization)

Leadership & Influence

• Represents Service on the JJMT Surgery India Commercial leadership Team

• Key member of the JJMT Surgery APAC Service Leadership Team to help the Service leadership team achieve their goals and objectives

• Embedding service thinking across the organisation, from pre-sales through to long-term lifecycle support

• Leads and cultivates a culture in line with the J&J Credo underpinned by C.E.O Behaviours

• Build, mentor, and lead a high-performing team of technical support engineers, remote diagnostic specialists, and clinical trainers.

• Foster a culture of continuous learning and technical readiness in a rapidly evolving MedTech landscape

Required Skills:

Preferred Skills:

Agile Manufacturing, Coaching, Competitive Landscape Analysis, Data Analysis, EHS Compliance, Equipment Maintenance, Fact-Based Decision Making, Good Manufacturing Practices (GMP), Manufacturing Compliance, Performance Measurement, Plant Operations, Predictive Maintenance, Problem Management, Problem Solving, Process Improvements, Program Management, Repair Management, Technical Credibility

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