Technical Service Lead Vision EMEA

Encontrado en: beBee S ES - hace 4 semanas

Barcelona, España Johnson & Johnson A tiempo completo

For more than 130 years, diversity, equity & inclusion (DEI) have been part of our cultural fabric at Johnson & Johnson and woven into how we do business every day. Our commitment to respect the dignity and diversity of all is embedded in our Credo.

We know that the success of our business depends on having the best talent in a workforce that reflects the diverse markets we serve around the world and an inclusive culture that values different perspectives and life experiences

That is why we are working to create an inclusive environment where diverse backgrounds, perspectives and experiences are valued and each and every one of our people feels that they belong and can reach their potential. No matter who they are.

Diversity, Equity & Inclusion at Johnson & Johnson means “You Belong”

As the Service Lead, your will be responsible for developing and implementing the service strategy in European local markets. It will be crucial for you to ensure that exceptional service is consistently deliver, profitability is achieved against target, customer satisfaction is enhanced across the entire region. You will also play a key role in partnering with the different country GM to maximize, promote and implement service solutions in each market. You are responsible for our services organization to adhere to J&J's high-quality standards, participate to audit and keep our service SOP up to date.

You will be responsible for managing a team of service managers and supervisors, overseeing service performance, and fostering a culture of service excellence throughout the organization.

Adheres to environmental policy, procedures, and supports department environmental objectives.

1. Leadership and Strategy:

- Provide strategic direction and leadership for the technical service teams in Europe, aligning their efforts with company goals and objectives.

- Lead, mentor, and develop a high-performing team of technical professionals, ensuring their growth and success.

- Develop and implement operational initiatives to optimize the technical service functions within Europe

2. Technical Service Delivery and Customer Satisfaction:

- Oversee technical service operation and technical execution to customers, ensuring promotion of service solutions, adherence to service level agreements, quality standards, and customer satisfaction.

- Lead efforts to continuously improve service delivery processes, procedures, and customer experience.

- Establish performance metrics and monitor key performance indicators (KPIs) to evaluate the effectiveness of technical service operations and identify areas for improvement.

3. Team Collaboration and Stakeholder Management:

- Collaborate closely with other departments, including marketing, sales, product development, to ensure effective coordination and alignment of technical service activities.

- Build and maintain strong relationships with key stakeholders, including customers, partners, and country leads, to understand their needs, address concerns, and provide technical expertise and solutions

- Collaborate with cross-functional teams to develop and implement service improvement initiatives.

- Drive customer-centricity across the organization by championing the voice of the customer and maintaining a customer-focused culture.

4. Technical Expertise:

- Serve as a technical expert and lead escalation team for complex issues, providing guidance and expertise to resolve customer problems effectively and efficiently.

- Stay abreast of industry trends, new technologies, and best practices, and ensure the technical service teams are up to date with the latest knowledge and skills.

- Foster a culture of continuous learning and development within the technical service teams.

5. Budgeting and Resource Management:

- Collaborate with finance and operations teams to develop and manage the technical service budget, ensuring optimal resource allocation and cost-effectiveness.

Identify and implement operational efficiencies to maximize resource utilization and improve overall performance.

Promote the sales of service solutions and services to increase service revenue.

1. Bachelor's degree in Business Administration, Management, and Advanced degree in engineering.

2. Proven experience in a similar senior leadership role.

3. Deep knowledge and understanding of service management principles, methodologies, and industry best practices.

4. Strong leadership and people management skills, with the ability to motivate and inspire a diverse team.

5. Excellent communication, negotiation, and relationship-building skills, with fluency in English (additional European languages are advantageous).

6. Analytical and strategic thinking abilities, with a focus on data-driven decision-making.

7. Results-oriented mindset, with a track record of achieving targets and driving business growth.

8. Experience in managing service operations across multiple countries in Europe is highly desirable.

9. Flexibility to travel within Europe as required

10. Ability to think strategically and deliver tactically.

Location: EMEA market, preferable technical training centre VEC Barcelona

Travel 50%

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.

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