Assistant PECA Manager

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:

Customer Service Operations

Job Category:

Professional

All Job Posting Locations:

Shanghai, China

Job Description:

主要工作内容：

掌握岗位必需的专业与产品知识，并具备基础故障判断能力。

完成培训后，独立承担区域内手术机器人的手术跟台及临床技术支持。

协助开展医生教育和内部培训活动，推动客户对产品与术式的理解和使用。

建立良好的客户关系，促进手术机器人及相关技术的持续应用。

定义关键绩效指标的制定和实施流程参数，以推动客户服务运营部门的前沿标准。
创建全面的报告，持续分析和衡量部门状况与客户期望和里程碑的关系。
推进针对客户的沟通举措，促进积极的客户服务体验，确保所提出的解决方案能够带来客户价值、一致性和增长。
与管理层就客户服务部门的关键事务进行沟通，确保高层管理始终掌握信息。
协助推销、提案和状态报告，及时向客户（内部和外部）通报公司在关键里程碑和截止日期上的积极成果。
汇总并向初级客户服务运营团队成员提供建设性反馈，以提升团队知识、经验和技能。
指导较年轻的同事掌握技术、流程和职责。
理解并应用强生的信条和领导力原则，在日常团队互动中。

任职要求：

①具备医院临床经验，并拥有手术机器人临床技术支持经验。

②较强的学习能力和沟通表达能力。

 

 

Required Skills:

 

 

Preferred Skills:

Communication, Continuous Improvement, Customer Centricity, Customer Engagement, Customer Relationship Management (CRM), Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Execution Focus, Problem Solving, Process Optimization, Quality Services, Service Excellence, Standard Operating Procedure (SOP), Technical Support