Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

The Technical Service Manager will oversee medical device repair and service operations in Japan, leading initiatives to enhance customer satisfaction, ensure quality and regulatory compliance, and achieve business objectives. This role involves building a sustainable, high-quality service delivery system through repair operations, field service, quality assurance, financial management, and talent development, contributing to customer and business growth.

Responsibilities

Manage installation operations for equipment requiring setup.
Oversee and optimize all repair operations.
Manage and supervise field service activities, including inspections.
Establish and monitor service levels and business KPIs.
Continuously improve the service delivery system.
Plan and execute customer satisfaction improvement measures.
Manage customer complaints and drive corrective actions.
Handle major escalation cases.
Strengthen relationships with sales departments and customers.
Promote service improvement activities based on customer perspectives.
Maintain and comply with the Quality Management System (QMS).
Ensure appropriate response to the Pharmaceutical and Medical Device Act (PMD Act) and related regulations.
Comply with quality and compliance requirements such as GDP/GMP.
Collaborate with the Responsible Technical Person for Repairs.
Respond to internal and external audits.
Drive CAPA activities.
Develop and manage the organization's budget, and plan and execute cost reduction measures.
Monitor service revenue and expenses.
Promote measures to improve productivity.
Contribute to achieving financial goals.
Maintain records of service activity data and create data masters.
Utilize and operate MDS&R.
Promote business process improvements and automation/digitalization projects.
Engage in continuous improvement activities based on KPI analysis.
Implement and standardize best practices.
Manage the organization and team.
Develop talent and successors.
Implement Performance Management.
Promote engagement improvement activities.
Foster an inclusive team culture that achieves high results.

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

Location

Chiyoda, Tokyo, Japan

Work Type

Full-time

About the Company

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.