About this Supervisor - Technical Field Service Vision Surgical role at Johnson & Johnson
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 ManagementJob Sub Function:
Technical Field ServiceJob Category:
People LeaderAll Job Posting Locations:
São Paulo, BrazilJob Description:
Business
Deliver consistent business results through efficiency, control, and predictability.
Customers
Stay close to customers, understand their needs, and ensure their satisfaction.
Team
Develop people, strengthen the team, and create an environment that encourages high performance.
Responsibilities
• Manage Technical Service KPIs, productivity, NPS, Budget, and Forecast.
• Ensure preventive maintenance activities are completed within established deadlines.
• Conduct regular visits to strategic customers and Key Opinion Leaders (KOLs), strengthening relationships and identifying business opportunities.
• Define and maintain the team responsibility matrix.
• Promote training and technical development for the team.
• Review and approve expense reports.
• Coordinate laboratory activities and equipment refurbishment at the Warehouse.
• Manage spare parts inventory and activity management through Planner.
• Manage Technical Service assets and tools, ensuring availability, traceability, and control.
• Manage the calibration program for tools and measuring equipment, including national and international calibrations.
• Manage suppliers, contracts, purchase orders, and temporary exports related to calibration activities.
• Ensure traceability and proper storage of calibration certificates.
• Respond to internal and external audits related to Technical Service.
• Report nonconformities and corrective actions related to calibration in the EtQ system.
Qualificatiions
- Bachelor’s degree in Engineering.
- Solid experience in Technical/Field Service or Technical Operations, preferably within Medical Devices, Healthcare, or regulated industries.
- Experience with service KPIs, productivity, customer satisfaction, budget, and forecast management.
- Knowledge of preventive maintenance, calibration, technical equipment, spare parts, assets, and inventory management.
- Experience with supplier and contract management.
- Strong customer orientation and stakeholder management skills.
- Previous experience leading and developing technical teams is desirable.
Required Skills:
Preferred Skills:
Consulting, Customer Centricity, Customer Relationship Management (CRM), Customer Satisfaction, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Emotional Intelligence, Fact-Based Decision Making, Performance Measurement, Process Improvements, Process Optimization, Quality Services, Technical Credibility, Technical Support