Director Field Service, North America

Johnson & Johnson MedTech is recruiting for a Director of Field Services, North America within our MedTech Surgery organization. The location for this position is Santa Clara, CA.

At Johnson & Johnson MedTech, we are working to solve the world’s most pressing healthcare challenges through innovations at the intersection of biology and technology. We harness our deep expertise in surgery, orthopedics, vision, and interventional solutions to design healthcare solutions that are smarter, less invasive, and more personalized. The MedTech Surgery organization was recently established to combine Ethicon’s market-leading surgical portfolio with the Robotics & Digital Solutions portfolio. The MedTech Surgical organization is comprised of: Wound Closure & Healing and Biosurgery, Endo Mechanical and Energy, OTTAVA (Surgical Robotics), MONARCH (Flexible Robotics), and MedTech Digital.

Position Summary:

As we look to mature the Ottava robotics business from development to commercialization, this role is a foundational element of our commercialization and on-market strategy. The Director of Field Services would be accountable for setting up and maturing our Field Services organization, responsible for supporting robots in the market. This role also has responsibility for creating and executing the Field Services strategy and maturing a new capability for Ottava.

Key Responsibilities:

• Strategy Development: Create and execute the field service organizational strategy, aligning field service goals with overall service objectives.
• Field Service Management: Lead a field-based team to drive effective field service operations, including scheduling, resource allocation, and performance monitoring to ensure timely and efficient service delivery.
• Organizational Development: Create and scale field services organization, defining structure and roles and leading recruitment efforts to scale.
• Budget Management: Develop and manage the budget for the field service organization, ensuring a balance between cost and quality for the surgical robotics offerings. Identify and collaborate with Service Upstream Marketing opportunities to enhance service offerings through customer management
• Drive Cross Functional Partnerships: Partner with service marketing, product support engineering, and customer support teams to ensure seamless service delivery and align strategic service objectives. Collaborate with continuous engineering and manufacturing to address product issues and drive improvement projects.

QUALIFICATIONS

Education:

• A minimum of a Bachelor’s Degree is required

Required Skills and Experience:

• Minimum 10 years of related experience, preferably in Service
• At least 8 years of people management experience.
• History managing a budget of at least 20M.
• Leadership Skills: Strong leadership abilities to inspire and manage teams, fostering a culture of excellence, collaboration, and accountability.
• Field Service Management: Proven experience in managing field service operations, including scheduling, resource allocation, and performance monitoring to ensure timely and efficient service delivery.
• Customer Care Excellence: Commitment to delivering high levels of customer satisfaction, ensuring that support and service teams address customer needs effectively and promptly.
• Training and Development: Ability to develop and implement training programs for service and technical support personnel, ensuring they are well-equipped to handle complex systems and customer inquiries.
• Strategic Planning: Skills in developing and executing strategic plans that align service operations with business objectives, driving growth and profitability.
• Performance Metrics and Analysis: Proficiency in defining and analyzing key performance indicators (KPIs) to assess team performance and identify areas for improvement
• Problem-Solving: Strong analytical and problem-solving skills to address challenges that arise in the field, ensuring that issues are resolved quickly to minimize disruption.
• Cross-Functional Collaboration: Ability to work collaboratively with other departments (e.g., sales, engineering, regulatory) to align service strategies and share customer insights.
• Change Management: Experience in managing change within an organization, ensuring that teams adapt smoothly to new processes, technologies, or organizational shifts.
• Communication Skills: Excellent verbal and written communication skills to effectively convey information, expectations, and feedback to diverse audiences.
• Customer Relationship Management: Skills in building and maintaining strong relationships with key customers, understanding their needs, and ensuring that service delivery aligns with their expectations.

Preferred:

• MedTech service leadership experience

Other:

• This position will be based out Santa Clara, California.
• This position requires up to 75% Domestic and International travel.

For more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit www.careers.jnj.com.

The anticipated base pay range for this position is $193,000 to $ 312,110. The Company maintains highly competitive, performance-based compensation programs. Under current guidelines, this position is eligible for an annual performance bonus in accordance with the terms of the applicable plan. The annual performance bonus is a cash bonus intended to provide an incentive to achieve annual targeted results by rewarding individual and the corporation’s performance over a calendar/ performance year. Bonuses are awarded at the Company’s discretion on an individual basis.

Employees may be eligible to participate in Company employee benefit programs such as health insurance, savings plan, pension plan, disability plan, vacation pay, sick time, holiday pay, and work, personal and family time off in accordance with the terms of the applicable plans. Additional information can be found through the link below.

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.

Summary

• Job titleDirector Field Service, North America
• FunctionSupply Chain Engineering
• Sub functionField Service Engineering
• CategoryDirector, Field Service Engineering (PL9)
• LocationSanta Clara, California, United States
• Date postedNov 21 2024
• Requisition number2406224096W