Customer Service Lead MedTech Spain

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

Job Function
Customer Management

Job Sub Function
Non-Technical Customer Service

Job Category
People Leader

All Job Posting Locations:
Madrid, Spain

Job Description
Johnson & Johnson is recruiting for a
Customer Service Lead MedTech Spain.
The
Customer Service Lead MedTech Spain
is responsible for overseeing and coordinating the activities of the Customer Service department, ensuring the delivery of outstanding service to internal and external stakeholders. Will deliver an outstanding customer experience by focusing on providing excellence in customer care and Order-To-Cash processes. Will play also an active role within the organization to drive collaboration with all business partners in a highly cross-functional environment. This role requires strong leadership, cross-functional collaboration, and a strategic mindset to align departmental goals with company objectives, while maintaining excellent relationships with customers, sales teams, and support functions, always respecting SOP's, HCC and J&J Credo.

Main Duties And Responsibilities

• Build strongly motivated and customer-centric team composed by more than 35 members.
• Set a clear mission and deploy strategies focused towards that mission
• Foster an excellent service experience to engage our customers. Take ownership of customers issues and follow problems through to resolution
• Control resources and assets to achieve qualitative and quantitative targets
• Adhere and manage to the agreed budget in line with the cost efficiency targets
• Drive digital and intelligent automation strategy
• Accountable for process simplification and continuous improvement, reducing waste and pursuing the right first-time approach
• Partner with the E2E SC and Commercial to promote teamwork and partnership
• Be an active member of the EMEA Customer Service Leadership Team in representing Spain and in supporting the building and execution of the regional strategy, driving local CS Transformation process
• Champion talent development, Diversity&Inclusion and live Our Credo Values.
• Oversee daily operations, including order management, complaint resolution, returns, and logistics coordination. Ensure compliance with internal policies, SOPs, and regulatory requirements
• Partner with the E2E SC and Commercial to promote teamwork and partnership

Essential Knowledge And Skills

• Partner with the E2E SC and Commercial to promote teamwork and partnership
• Graduate level required preferably in Engineering/Business fields. MBA
• Preferred some specific Supply Chain qualifications like APICS or Continuous improvement Certifications (Green/Black/Master Black Belt)
• Experience in Customer Service processes (Order to Invoice, Case management, Customer management, etc) is preferrable.
• Languages: Excellent knowledge of Spanish and professional proficiency in English, written as well as spoken
• Strong client-facing and interpersonal skills
• Sophisticated troubleshooting and multi-tasking skills
• Excellent analytical, influencing and teamwork skills
• Ability to think strategically and to lead complex operations
• Continuous improvement mentality
• Excellent knowledge of management methods and techniques
• Proficiency in CRM, ERP systems (e.g., SAP, JDE), data analysis tools (Power BI, Excel), and Electronic Data Interchange (EDI) and API solutions System preferred
• Experience in Healthcare and/or Medtech industry
• Financial savvy
• Team Leadership experience
• Job location: Spain – Madrid

Don't miss this exceptional opportunity to join a world-class company and make a lasting impact. Apply now and be part of our ambitious team

Required Skills
English Language, Leadership, Spanish Language, Transformational Change

Preferred Skills
Communication, Continuous Improvement, Customer Centricity, Customer Engagement, Customer Interactions, Customer Satisfaction, Customer Service, Customer Service Philosophy, Customer Support Operations, Customer Support Trends, Developing Others, Inclusive Leadership, Leadership, Personalized Services, Process Improvements, Service Request Management, Team Management