Service Repair Manager, Medical Device

Job description

Job Description

Requisition ID: 2244190418

The Ethicon Surgical Care business a member of Johnson & Johnson's Family of Companies, is currently recruiting for a Service & Repair Manager in Cincinnati, OH supporting the Capital Equipment Service Operations for the Ethicon and DePuy Franchises.

Ethicon offers a broad range of products, platforms and technologies—including sutures, surgical staplers, clip appliers, trocars and synthetic mesh devices—that are used in a wide variety of minimally invasive and open surgical procedures. DePuy Synthes Companies of Johnson & Johnson is the largest, most innovative and comprehensive orthopedic business in the world. DePuy Synthes Companies offer an unparalleled breadth and depth of products, services and programs in the areas of joint reconstruction, trauma, spine, sports medicine, neurological, craniomaxillofacial, power tools and biomaterials.

The Service & Repair Manager is responsible for:

·  Providing leadership and strategies concerning the International servicing activities for repairable capital medical equipment across the OneMD Medical Device Sector to ensure high quality, timely, cost effective repairs.
·  Managing Service & Repair Technical Support Function Teams for both Ethicon and DePuy.
·  Developing and executing strategies and tactics for the identification, development & implementation of enabling servicing processes.
·  Developing, training, and mentoring on customer service, analytical troubleshooting, root cause analysis, Process Excellence, and other selected tools and methods
·  Collaborating with Suppliers, Customer Service, Customer Quality, Sales, Marketing, R&D, Global Supply Chain organizations as well as Affiliate businesses on processes and procedures to ensure alignment in meeting the needs of the organization and the customer.
·  Developing and implementing technical support for repairable capital devices throughout the life cycle of the product, including rationalization recommendations.
·  Monitoring metrics that support customer satisfaction for product services and technical support and implementing changes to improve the customer experience
·  Talent development

Key Responsibilities:
·  Provide a leadership role in the development and implementation of World Class service standards
·  Establish and drive strategies around the OneMD International Service Center footprint
·  Ensure adequate International Service Center capacity and process controls to prevent customer service interruptions
·  Serve on the Global Service Board
·  Establish and administer technical support strategies, processes, and procedures to facilitate Service & Repair activities, Health Care Compliance, and customer inquiry resolution
·  Develop capital and expense forecasts and budgets to support business needs
·  Author and negotiate contracts with external manufacturers and other J&J entities
·  Supervise direct reports (Both local and remote)
·  Provide subordinates with support and direction to ensure work objectives are met
·  Ensure that subordinate work is performed without appreciable direction
·  Recommend and implement employee development programs to increase staff capabilities
·  Manage workplace diversity
·  Ensure that direct report follow company policies and procedures, including all GMP, ISO and Environmental requirements
·  Act as a resource for others for company policies and procedures
·  Drive Service & Repair Initiatives as assigned.
·  Other responsibilities may be assigned and not all responsibilities listed may be assigned

Desired profile

Qualifications

·  B.A. or B.S. in a technical discipline or business is required
·  Advanced Engineering degree or MBA desirable
·  Strong technical and project leadership skills are required
·  Strategic planning/portfolio management experienced is required
·  Problem analysis & resolution skills are required
·  Ability to use influence and motivational techniques to lead process improvements with multi-functional teams is required
·  Ability to communicate effectively to different organizational levels is required
·  Conflict management skills are required
·  Experience working in a regulated environment, highly preferred
·  Electro-Mechanical device experience, highly preferred
·  5+ years performing cross functional or multiple discipline assignments is required
·  Experience implementing change initiatives is required.
·  Demonstrated initiative, creativity, and assertiveness is required
·  Strong coaching, mentoring, and people development skills are required
·  Ability to work independently, with only occasional guidance is required
·  The ability to work effectively in a team environment is required.
·  The ability to make effective management level presentations, and write formal reports dealing with departmental metrics is required.
·  Supervisory experience is strongly preferred
·  2+ years of experience of providing service for medical devices is preferred
·  Experience working on a Global basis is preferred
·  Manufacturing experience is preferred
·  Process and equipment validation experience is preferred
·  Experience in warehousing, distribution, operations, manufacturing, supply chain, or logistics is preferred.
·  Experience within a Customer Service function is preferred
·  Knowledge of GMP (Good Manufacturing Practices) / ISO (International Organization for Standardization) are preferred
·  Knowledge of EHS (Environmental Health and Safety) regulations preferred
·  Understanding of information technology to allow utilization of new technologies to meet business objectives is preferred
·  Systems applications knowledge is a plus
·  Experience in life cycle engineering (Maintaining design intent) is a plus
·  Materials Management experience is a plus
·  Logistics & Warehousing knowledge is a plus
·  Quality experience is a plus
·  Process Excellence Training is a plus
·  Track record of providing service for medical devices is preferred
·  PMP Certification is a plus
·  CSCP Certification is a plus
·  This position is based in Cincinnati, OH and may require up to 20% travel domestically and internationally

Johnson & Johnson is an Affirmative Action and 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, or protected veteran status and will not be discriminated against on the basis of disability.

Primary Location
United States-Ohio-Cincinnati-
Organization
Ethicon Endo Surgery Inc (6041)
Job Function
Engineering (Generalist)
Requisition ID
2244190418