Manager, Field Service Engineer - Surgical Vision

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:

São Paulo, Brazil

Job Description:

Leads and manages Field Service Engineers responsible for providing on-site technical product services, including installations, upgrades, preventative maintenance, and repairs for customers and the sales organization.

Provides leadership, coaching, technical direction, and operational oversight to ensure field service activities are completed safely, efficiently, on time, and in accordance with factory specifications, quality requirements, and applicable procedures.

Develop and execute field service plans, optimizes resource allocation and service coverage, monitors operational performance, and drives continuous improvement in service quality, customer experience, team capability, and cost effectiveness.

Develop new operational models for TS sustainability in the long run.

Partners with customers and internal stakeholders, including Sales, Technical Support, Quality, Supply Chain, and other business functions, to resolve service issues and support business objectives.

This job is not eligible for sales incentives/sales commissions.

Adheres to environmental policy and procedures and supports departmental environmental objectives.

Leads, manages, coaches, and develops a team of Field Service Engineers responsible for installing, servicing, maintaining, upgrading, and repairing medical device

equipment at external facilities.

• Plans and coordinates field service coverage, workload, schedules, and assignments to support customer and business requirements.

• Ensures installations, repairs, preventative maintenance, upgrades, testing, and other field service activities are completed safely, efficiently, on time, and according to factory

specifications and established procedures.

• Serves as a primary escalation point for customers, the sales organization, Field Service Engineers, and other stakeholders regarding complex technical or operational service

matters.

• Provides stakeholders with timely status updates, service performance information, and documented reports.

• Monitors field service performance and analyzes service data to identify trends, recurring issues, operational risks, and opportunities for proactive service and process

improvement.

• Establishes and monitors team objectives and service performance indicators, including service responsiveness, work completion, documentation quality, productivity,

inventory management, and customer support.

• Identifies technical and operational problems and leads the development and implementation of appropriate resolutions.

• Supports the investigation, escalation, documentation, and resolution of product and service issues in collaboration with appropriate internal functions.

• Ensures Field Service Engineers maintain the technical proficiency, training, qualifications, and product knowledge required for assigned product lines and service

responsibilities.

• Facilitates knowledge and skills transfer across the field service organization and promotes consistent application of service practices and procedures.

• Coaches team members, provides regular feedback, conducts performance discussions, and supports individual development and succession planning.

• Participates in workforce planning, recruitment, onboarding, training, and retention activities for the field service team.

• Supports effective collaboration among Field Service, Sales, Technical Support, Quality, Supply Chain, and other internal stakeholders.

• Oversees trunk inventory, calibrated test equipment, tools, replacement parts, and other electronic devices assigned to the field service team.

• Ensures appropriate documentation and reporting of field service activities and promotes accurate, timely, and complete service records.

• Leads or supports equipment maintenance programs, technical bulletins, operating procedures, service procedures, and field service work instructions.

• Supports new product introductions and evaluations by coordinating field service readiness, technical training, resource requirements, and feedback from the field.

• Promotes continuous improvement and standardization across field service processes, tools, documentation, and customer-support practices.

• Supports responsible management of departmental resources and operating expenses within assigned responsibilities.

• Ensures compliance with applicable company policies, quality-system requirements, healthcare vendor credentialing requirements, environmental procedures, and safety

expectations.

• Maintains the ability to operate a corporate vehicle when required.

• Acclimates to modified schedules and provides operational support outside standard working hours when necessary.

• Performs other duties or projects as assigned.

EXPERIENCE & EDUCATION

Bachelor's degree in Engineering, Electronics, Biomedical Engineering, Optical Engineering, Mechanical Engineering, Business, or a related discipline is

preferred.

• An Associate Degree or Technical Certification in Electronics, Biomedical, Optical, Mechanical, or a related technical discipline may be considered with

relevant field service and leadership experience.

• Minimum of 6-8 years of related technical service, medical device, capital equipment, or field engineering experience is preferred.

• Previous experience leading, supervising, coaching, or coordinating technical field service personnel is preferred.

• Experience with medical devices, regulated products, or complex electromechanical equipment is preferred.

• Experience managing service operations, resource allocation, customer escalations, performance data, inventory, and process-improvement activities is

preferred

REQUIRED KNOWLEDGE, SKILLS, ABILITIES, CERTIFICATIONS/LICENSES AND AFFILIATIONS

• Demonstrated leadership, people-management, coaching, and team-development skills.

• Strong technical knowledge of medical devices, capital equipment, electromechanical systems, or related product technologies.

• Ability to lead geographically dispersed employees and coordinate service delivery across multiple customer locations.

• Strong analytical and problem-solving skills, including the ability to interpret service data, identify trends, establish priorities, and implement corrective actions.

• Ability to manage customer escalations and communicate effectively with customers, employees, leadership, and cross-functional stakeholders.

• Strong planning, organization, prioritization, and resource-management skills.

• Ability to manage multiple priorities and make timely decisions in a dynamic field-service environment.

• Knowledge of service documentation practices, preventative-maintenance programs, equipment calibration, inventory management, and technical-support

processes.

• Understanding of quality, compliance, environmental, and safety requirements applicable to medical device field service activities.

• Strong written and verbal communication and presentation skills.

• Computer skills, including familiarity with Microsoft Office, Tableau, service-management platforms, and similar software applications.

• Ability to analyze operational information and prepare clear service reports, recommendations, and management updates.

• Ability to promote collaboration, knowledge sharing, accountability, and continuous improvement across the field service team.

• Maintains healthcare vendor credentialing as an employee for J&J Vision.

• Valid driver's license and ability to operate and maintain a corporate vehicle where required.

• Technical proficiency in one or more relevant product-line modalities is preferred.

 

 

Required Skills:

 

 

Preferred Skills:

Compliance Management, Customer Alignment, Customer Analytics, Customer Centricity, Customer Experience Management, Customer Support, Customer Support Operations, Customer Support Trends, Developing Others, Emerging Technologies, Fact-Based Decision Making, Inclusive Leadership, Leadership, Process Improvements, Resource Allocation, Service Request Management, Team Management, Technologically Savvy