Service Operations Lead

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.

Job Function:

Customer Management

Job Sub Function:

Technical Field Service

Job Category:

People Leader

All Job Posting Locations:

Pomezia, Roma, Italy

Job Description:

About MedTech

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.

Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

We are searching for the best talent for Service Operations Lead

The Service Operations Lead is responsible for the overall leadership, performance, and continuous development of the EMEA Surgery Service Center located in Pratica di Mare (RM) - Italy. The role ensures that depot-based maintenance, repair, and technical support activities are delivered safely, efficiently, and in compliance with manufacturer requirements, quality standards, regulatory obligations, and agreed service levels.

The Service Operations Lead has direct people-management responsibility for the Technical Engineers working within the Service Center.

Key Responsibilities

• Lead the day-to-day operations of the EMEA Surgery Service Center, ensuring the timely and effective maintenance, troubleshooting, and repair of Surgery capital equipment.
• Directly manage, coach, and develop the Technical Engineers, setting clear objectives and supporting technical capability, performance, engagement, and succession planning.
• Plan workload, capacity, staffing, and technical resources to meet demand, turnaround-time expectations, quality targets, and customer commitments.
• Establish and monitor operational KPIs, including productivity, repair turnaround time, backlog, first-time fix, quality, cost, and service-level performance.
• Ensure standardized and compliant repair processes across the Service Center, in accordance with approved procedures, manufacturer specifications, and applicable ISO and IEC standards.
• Maintain effective operational interfaces with Field Service, Customer Service, Supply Chain, Quality, Regulatory, Commercial, and EMEA Service teams.
• Coordinate with Field Service stakeholders to support efficient equipment flows and service continuity, without direct line-management responsibility for Field Service Engineers.
• Oversee spare-parts planning, inventory usage, tooling, test equipment, calibration requirements, and material availability.
• Manage operating expenses and identify opportunities to improve efficiency, capacity, cost, and service quality.
• Drive continuous-improvement initiatives using structured problem-solving, data analysis, process standardization, and lean operating principles.
• Ensure that product-performance concerns, complaints, adverse events, and potential safety risks are promptly identified and escalated through the appropriate quality and regulatory processes.
• Support the introduction of new products, repair capabilities, technologies, and applications within the EMEA Service Center.
• Coordinate technical training, certification, and knowledge sharing for Technical Engineers and relevant internal stakeholders.
• Support technical-service activities for EMEA affiliates in accordance with established service agreements and operating models.
• Ensure compliance with environmental, health, safety, security, and workplace requirements.
• Contribute to the development and implementation of the broader EMEA Surgery Service & Repair strategy.
• Provide clear operational reporting, risk visibility, and improvement recommendations to Service & Repair leadership.

People Leadership Responsibilities

• Provide direct leadership to the Technical Engineers assigned to the EMEA Surgery Service Center.
• Define individual and team objectives aligned with operational priorities and business goals.
• Conduct performance discussions, development planning, coaching, and capability assessments.
• Promote a culture of accountability, collaboration, inclusion, quality, safety, and continuous improvement.
• Ensure appropriate technical training, certification, cross-training, and succession coverage within the team.

Qualifications and Experience

• Bachelor’s degree in Engineering or a related technical discipline.
• At least eight years of experience in technical service, repair operations, service-center management, or a comparable technical environment, preferably within the medical-device or healthcare sector.
• Demonstrated experience in leading technical teams and managing depot or service-center operations.
• Strong knowledge of mechanical and electrotechnical principles, metrology, troubleshooting, repair processes, and applicable ISO and IEC standards.
• Good understanding of capacity planning, resource management, spare-parts operations, cost control, KPI management, and continuous improvement.
• General knowledge of medical-device complaint handling, adverse-event reporting, and quality-system requirements.
• Strong people-leadership, stakeholder-management, communication, problem-solving, prioritization, and change-management skills.
• Ability to work effectively across countries, functions, and organizational levels in an EMEA matrix environment.
• Proficiency in Microsoft Office applications and operational reporting tools.
• Professional working proficiency in written and spoken English.

Location and Travel
Pratica di Mare, Rome, with approximately 10% travel required.

Required Skills:

Preferred Skills:

Communication, Continuous Improvement, Critical Thinking, Customer Service, Customer Support Operations, Customer Support Trends, Developing Others, Inclusive Leadership, Leadership, Performance Measurement, Product Lifecycle Management (PLM), Project Management Office (PMO), Resource Management, Service Request Management, Stakeholder Engagement, Supervision, Technical Credibility, Technical Troubleshooting

The anticipated base pay range for this position is:

€48.600,00 - €77.395,00

Benefits:

In addition to base pay, we offer the following benefits*: an annual bonus with set target (% of pay) depending on pay grade / location, where the actual amount is based on the employees’ and companies’ performance of the previous calendar year, or sales commissions. Moreover, we offer vacation days, parental leave for a minimum of 12 weeks, bereavement leave, caregiver leave, volunteer leave, well-being reimbursement, programs for financial, physical and mental health. We also offer service anniversary and recognition awards, and subject to the terms of their respective plans, employees - and in some location’s eligible dependents - can participate in several insurance plans. For more information, visit Employee benefits | Supporting well-being & career growth | Johnson & Johnson Careers.

*This is for informative purposes only. Amounts and actual benefits may vary by location and are subject to change.

About Us

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 https://www.jnj.com/.

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