J&J Family of Companies TECHNICAL SERVICE MANAGER in Santiago, Chile
Technical Service Manager – Chile
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At Johnson & Johnson Medical Devices Companies, we are using our breath, scale and experience to reinvent the way healthcare is delivered and to help people live longer, healthier lives.
In a radically changing environment, we are making connections across science and technology to combine our own expertise in surgery, orthopedics and interventional solutions with the big ideas of others to craft and deliver doctor and patient-centric products and solutions.
We are in this for life. We are changing the trajectory of human health, YOU CAN TOO. Please visit https://www.jnjmedicaldevices.com/es for more information.
We are hiring the best talent for Technical Service Manager to be located in Santiago de Chile, Chile (Relocation Not Applicable).
The Technical Service Manager will manage collaboration with other teams and functional areas on new product releases to ensure that Service Requirements are met and released, manage the development of local resources as well on new products and will work closely with project teams on identified gaps and issues in the field and collaboration. Review potential process changes for their effect on product performance, Lead resolution of significant product issues with functional areas.
•Responsible for managing/leading new product release projects service center certification with ETH, DPS and BWI which impact technical service requiring strategies and/or communication and accountable for execution.
•Manage multi-project coordination or changes for assigned product platforms.
•Integration of technical service operations functions into new products/process
•Lead and conduct proactive risk/mitigation strategies review with key internal stake holders.
•Primary escalation point of support issues for service delivery.
•Serves as the primary contact point for high level customer accounts.
•Can maintain hands on field expertise by participating in Field based repairs
•Responsible for having an in depth understanding of franchises products and services and serves as the expert for handling critical customer issues.
•Works closely with all other departments to communicate customer concerns, feature requests and bug reports and plays a critical role in customers' satisfaction.
•Create synergy between the various franchises departments to drive proper alignment and improve customer satisfaction.
•Works with segments or customers to establish relationships with appropriate client contacts
•Manage Training Delivery for FSE’s training classes.
•Be closely involved in service activities for new product releases and act as a liaison with Sales, Marketing and PMO to provide timely and accurate feedback and future.
•Be the technical services representative when working with franchises, and new product launch teams to provide the Serviceability requirements for the next products.
•Responsible for communicating business related issues or opportunities to next management level.
•Responsible for ensuring subordinates follow all Company guidelines related to Health, Safety and Environmental practices and that all resources needed to do so are available and in good condition.
•Responsible for ensuring personal and Company compliance with all local and Company regulations, policies, and procedures.
•Performs other duties assigned as needed.
Location and Travel Requirements
•Location is 70/30 Service Center and Field
•This position may require up to 30% travel domestically and internationally.
Provide a summary of the frequency and purpose/nature of interactions with customers of J&J, other business-related contacts external to J&J, etc.
-BU´s Functional area
-Operating Companies (ETH, BWI, DPS)
•Customers interactions in the field:
-Customers support escalations
Experience and Education:
•Bachelor’s degree or equivalent, with five to seven years related experience, customer support/customer relations/or technical support experience (ideally in health industry)
•4 to 5 years field service experience (Direct field service environment required)
•Preferred Bachelor’s degree or equivalent certification and the following disciplines:
-Biomedical Engineering (or similar discipline)
•Work experience equivalent to six years in related field.
•3 to 5 Years training experience
•3 Years in Project Leadership role
•3 to 5 years of people management experience
•Fluency in English language (mandatory)
•Required knowledge skills, abilities, certifications:
-Effective verbal and written communication skills
-Knowledge of Service management systems
-Knowledge of Microsoft Office applications to include: Word, Excel, Visio and Access
-Experience in continuous improvement process.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Want to be part of something great?
Don't forget to apply. We want you!
“The hiring company may identify potential employee moves based on succession and/or development planning. All candidates need to apply through the formal bidding process".
Chile-Santiago Metropolitan Region-Santiago-
Johnson & Johnson de Chile, S.A. (7745)
J&J Family of Companies
- J&J Family of Companies Jobs