[MedTech] Manager, Technical Service

At Johnson & Johnson,we believe health is everything.

Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented, treated, and cured,where treatments are smarter and less invasive, andsolutions 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.

Job Function:
Customer Management

Job Sub Function:
Technical Field Service

Job Category:
People Leader

All Job Posting Locations:
Chiyoda, Tokyo, Japan

Job Description:

2.

Position Purpose
Technical Service Manager は、日本国内における医療機器の修理•サ-ビスオペレ-ションを統括し、顧
客満足度の向上、品質•法規制遵守、事業目標の達成をリ-ドする責任を担います。本ポジションは、修
理業務、フィ-ルドサ-ビス、品質保証、財務管理、人材育成を通じて、持続可能かつ高品質なサ-ビス
提供体制を構築し、顧客および事業の成長に貢献します。
3.

Key Responsibilities
3.1 Service Operations Management
• 対象機器:DPS 事業部で取り扱う機器の中で、据え付け、設置が必要となる機器
• 据え付けオペレ-ションの全体管理
• 修理オペレ-ション全体の管理•最適化
• 点検を含むフィ-ルドサ-ビス活動の管理•監督
• サ-ビスレベルおよび業務 KPI の設定•モニタリング
• サ-ビス提供体制の継続的改善
3.2 Customer Experience
• 顧客満足度向上施策の企画•実行
• 顧客クレ-ム対応および是正措置の推進
• 重大エスカレ-ション案件への対応
• 営業部門および顧客との関係強化
• 顧客視点に基づ