Service Manager Capital and VELYS

Job Function: Customer Management

Job Sub Function

Technical Field Service

Job Category

People Leader

All Job Posting Locations

Leeds, West Yorkshire, United Kingdom

Job Description

At Johnson & Johnson, we believe health is everything. Through innovation, technology, and deep clinical expertise, we are helping reshape the future of healthcare. DePuy Synthes, part of Johnson & Johnson MedTech, is a global leader in orthopaedic solutions, delivering innovative products, enabling technologies, and robotic-assisted surgical solutions that improve patient outcomes and advance the standard of care.

Johnson & Johnson announced plans to separate our Orthopaedics business to establish a standalone orthopaedics company, operating as DePuy Synthes. The process of the planned separation is anticipated to be completed within 18 to 24 months, subject to legal requirements, including consultation with works councils and other employee representative bodies, as may be required, regulatory approvals and other customary conditions and approvals.

Should you accept this position, it is anticipated that, following conclusion of the transaction, you would be an employee of DePuy Synthes and your employment would be governed by DePuy Synthes employment processes, programs, policies, and benefit plans. In that case, details of any planned changes would be provided to you by DePuy Synthes at an appropriate time and subject to any necessary consultation processes.

We are seeking a highly motivated Service Manager Capital and VELYS to join our team.

Purpose of the role

As Service Manager you will build and lead a team of highly capable individuals to support Service and Repair activities. You will be responsible for achieving high levels of customer satisfaction using collaborative and consultative skills to build relationships with customers and ensuring we are aligned to our Service Plan agreements. Deliver on Technical Service activities including Installation, Qualification, Preventative Maintenance, Unplanned Maintenance, Software Upgrades and Decommission in accordance with Customer service plan agreements and service schedules matrix.

Key responsibilities

• Shaping the strategy and developing warranty and service solutions for a range of products.
• Recruitment, motivation, and development of team members to attract and retain top talent
• Collaboration, engagement, and alignment with each Business Unit & Commercial teams
• Provision of excellence in terms of service co-ordination with range of service providers and stakeholders.
• Developing and implementing process improvement across the range of services.
• Manage service schedules to facilitate all aspects of technical / engineering work required
• Coaching and mentoring the service team to include Field Service Engineers, Service Technicians and Service Coordinators and support their ongoing training and development
• Participate as key department representative in new product preparation, product improvement initiatives and customer engagement
• Representing Technical Service in Core Team projects to drive technical service needs as inputs in new product development
• Acting as a Technical Trainer for internal and external customers on assigned products or systems
• Performing ad hoc installation, operation, repair, and upgrades of equipment

What we're looking for

• Minimum of 5+ years as a technical field service professional of capital equipment or relevant experience.
• Qualified to an NVQ 3 and HNC level as a minimum
• Knowledge of Technical Services within the Medical Device Industry or an applicable field
• Adept at managing schedules related to resource and service activity
• Ability to demonstrate a high-level of technical expertise and are extremely effective at imparting concepts and information of a highly technical nature
• Success at leading a high performing team
• Strong commercial stakeholder management skills with the ability to manage resource, scheduling, contracting, service plan and install cadence
• Demonstrated leadership capabilities and strength in building and influencing relationships and collaborative partnerships
• Understanding of how to analyse complex technical issues and provide solutions
• Customer centric focus, both internally and externally coupled with strong interpersonal skills, both written and verbal

What type of mark will YOU make?

By joining DePuy Synthes you will find boundless opportunities to craft your path & amplify your impact inside & outside our walls. And when you apply your talent to our collective purpose there's no end to the lasting impact we can make together. And that changes everything.

What's in it for YOU?

It's important to us that you feel you can bring your whole self to work; at DePuy Synthes we provide an environment for you to fulfil your career aspirations as well as promoting your physical and mental wellbeing. As part of our offering, you will receive a competitive compensation and benefits package as well as benefits that can be tailored to what is valuable to you throughout different stages of your life. Examples of this include: online Digital GP, private healthcare, Retail Vouchers, Discounted & Subsidised Gym memberships and you can get to support community projects as part of our global Corporate Social Responsibility programme.

DePuy Synthes is a supporter of equal opportunities and is a proud member of Disability Confident.

We respectively request Government Officials to identify themselves as such on application; for the Foreign Corrupt Practices Act. If you decide to apply for the position, any personal data which you provide shall be processed by DePuy Synthes. Your personal data shall be processed for the purposes of recruitment, recruitment policy and selection.

Required Skills

Preferred Skills

Compliance Management, Customer Service, Customer Support Operations, Customer Support Trends, Developing Others, Empowering People, Inclusive Leadership, Leadership, Performance Measurement, Product Lifecycle Management (PLM), Project Management Office (PMO), Quality Assurance (QA), Resource Management, Resource Planning, Service Request Management, Team Management, Technical Credibility, Technical Writing