Director, Service Systems Operations

Director, Service Systems Operations

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.

Job Function : Customer Management

Job Sub Function : Multi-Family Customer Management

Job Category : Professional

All Job Posting Locations : Santa Clara, California, United States of America

Job Description :

Acts independently as a distinguished expert and organizational thought leader to advise on programs and innovative initiatives for the organization to advance capabilities in multiple families within J&J MedTech Service.

Leads complex projects of strategic importance involving cross-functional teams, advising senior management and leadership on progress and necessary resources to complete key project elements. Applies advanced knowledge of trends and the competitive landscape to continually improve the organization's Service & Customer Management strategy.

Establishes best practices to ensure efficient and timely project execution and completion. The Service Systems Operations leader will be responsible for the operational execution & strategy implementation of all service-related models & activities, processes, and systems for the installation and servicing of our medical devices. This role will ensure compliance with international standards and regulations, including ISO13485, MDSAP, EUMDR, and 21 CFR while assuring optimized systems and processes to maximize profitability and customer satisfaction.

Key Responsibilities :

• Leadership & Strategy : Develop action plans and implement the global service strategy that aligns with company objectives and regulatory requirements. Requires partnering with Service leaders across BUs. Lead, mentor, and influence a diverse team of professionals across multiple regions and business units across J&J MT Service globally. Foster a culture of continuous improvement, customer focus, and regulatory compliance. Create strategy for optimizing & globalizing one service repair center platform for J&J MedTech.
• Service Systems Operations : Oversee the system development and management, of ISO 13485 compliant Service Business Management Systems for medical devices to trace and manage maintenance activities globally including tools and test equipment, part identification and traceability, description of service activities and triage for regulatory review. Oversee and manage processes, systems, and operations related to the installation, maintenance, and servicing of medical devices globally to ensure they are efficient, scalable, compliant with ISO13485, MDSAP, EUMDR, and 21 CFR regulations and drive continuous improvement to support the Service path to profitability. Manage the lifecycle of service activities, from planning and execution to monitoring and reporting. Oversee and manage service repair centers.
• Compliance & Quality Assurance : Coordinate with the Quality Organization to ensure all service activities and documentation comply with relevant international regulations and standards. Implement and maintain ISO 13485 systems and processes and OUS quality and regulatory compliance for service operations. Conduct regular audits and assessments to ensure ongoing compliance and identify areas for improvement.
• Customer Focus : Drive initiatives to enhance customer satisfaction and service excellence. Support the development of service sales operations, processes, and programs to maintain strong relationships with key customers, stakeholders, and partners. Handle escalated customer issues (partner with QA to drive resolution of potential complaints) and ensure timely resolution.
• Process Improvement : Identify and implement best practices in all service functions. Utilize data and analytics to drive decision-making and optimize service operations. Lead projects aimed at improving service efficiency, quality, and cost-effectiveness.
• Regulatory & Documentation : Ensure all service documentation is accurate, up-to-date, and compliant with regulatory requirements. Stay updated on changes in regulations and standards and adjust service processes accordingly. Liaise with regulatory bodies and participate in industry forums to stay abreast of regulatory developments.

The compensation and benefits information set forth in this posting applies to candidates hired in the United States. Candidates hired outside the United States will be eligible for compensation and benefits in accordance with their local market.

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 and 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, please email the Employee Health Support Center (ra-employeehealthsup@its.jnj.com) or contact AskGS to be directed to your accommodation resource.

The anticipated base pay range for this position is $146,000 to $219,000. The Company maintains highly competitive, performance-based compensation programs. Under current guidelines, this position is eligible for an annual performance bonus in accordance with the terms of the applicable plan. The annual performance bonus is a cash bonus intended to provide an incentive to achieve annual targeted results by rewarding for individual and the corporation's performance over a calendar / performance year. Bonuses are awarded at the Company's discretion on an individual basis.

Employees and / or eligible dependents may be 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. Employees may be 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. Employees are eligible for the following time off benefits : Vacation up to 120 hours per calendar year; Sick time - up to 40 hours per calendar year; for employees who reside in the State of Washington up to 56 hours per calendar year; Holiday pay, including Floating Holidays up to 13 days per calendar year; of Work, Personal and Family Time - up to 40 hours per calendar year.