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Job Function:
Customer Management
Job Sub Function:
Technical Field Service
Job Category:
Professional
All Job Posting Locations:
Singapore, Singapore
Job Description:
Service Operations Lead
· Lead the service enablement to support commercialization initiatives.
· Drive Technical Service programs such as Inventory Management, Supply and Ordering, Import / Export and Tool Management.
- Lead and drive process optimization and improvements focusing the customer experience and service efficiency.
- Lead Service operations process ownership for the region, adhering to Quality/Compliance requirements.
- Resource planning for FTE, parts, loaners and tools, locally and indirectly for the region
- Manage projects and business programs for Technical Service Operations
- Develops actionable insights through analyses of trends and the competitive landscape to continually improve the organization's customer experience strategy.
- Executes and put in place mechanisms to deal with ambiguous situations.
- Collaborate with partners and key stakeholders in driving key initiatives enabling business goals and targets.
- Collaborate with internal stakeholders across the region and globally.
- Works with external suppliers when required.
- Plan for current and future operational needs ensuring available resources and operation capabilities readiness.
- Integrates Johnson & Johnson’s Credo and Leadership Imperatives into team goals and decision making
EXPERIENCE AND EDUCATION
- A degree in Supply Chain Management, Operations Management, Industrial Engineering, Logistics Management or its equivalent;
- 4 years of related experience in Service Operations, Logistics Operations, Repair Operations or Supply Chain Operations or similar.
KNOWLEDGE, SKILLS ABILITIES
- Requires strong communication and presentation skills, both written and verbal.
- Must be able to work effectively with teams throughout organization
- Proven ability to work to deadlines independently
- Versatility and flexibility to respond and adapt quickly and effectively to multiple changing priorities
- Data analytics skills
- Project or Operation Management abilities
- Negotiation and Influencing skills with partners across the APAC region.
- Ability to work independently and collaborate well with partners located in APAC countries
Required Skills:
Preferred Skills:
Analytical Reasoning, Coaching, Communication, Continuous Improvement, Customer Centricity, Customer Retentions, Customer Satisfaction, Customer Service, Customer Service Philosophy, Customer Support Operations, Customer Support Trends, Developing Others, Inclusive Leadership, Leadership, Omni-Channel Support, Service Request Management, Team Management
