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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