Description
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.
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Job Function:
Supply Chain EngineeringJob Sub Function:
Repair & Maintenance EngineeringJob Category:
Scientific/TechnologyAll Job Posting Locations:
Mumbai, India, Mumbai, Maharashtra, IndiaJob Description:
Geographical Scope: This role will support the JJMT Surgery business in Pan-India.
Product Scope: Dualto, GEN11, MEGEN1 & MESE1
The Senior Service Engineer JJMT Surgery – India is responsible for the following key deliverables:
Collaboration & Impact
Managing execution of all In-Service Center Activities
Service Center Process Management,
Service Center Performance/KPI
By collaborating closely with internal and external stakeholders, you will help set the standard for innovative, sustainable, and high-impact surgical service delivery across the Surgery business in India. In addition, you will be responsible for responding to customer enquiries and resolving customer complaints and work orders for capital equipment. You will be accountable for maintaining a high level of customer satisfaction through the timely and accurate processing of work orders, ensuring that all issues are handled efficiently and to the highest standard.
Key Responsibilities
Collaboration & Impact
Support the expansion and commercial success of our surgery service offering, ensuring our customers receive best-in-class support and innovation.
Work in partnership with cross-functional teams—including sales, marketing, operations, engineering, and external partners—to achieve contract capture and service revenue goals.
Provide support to facilitate professional growth and proficiency for the Repair Technicians and Service Administrators
Managing execution of all In-Service Center Activities
Manages entire Repair process E2E from Customer to Customer, including
Ownership of repairs, demonstrating expertise and accountability in maintaining product integrity.
Support internal and external QMS audit requirements.
Any other tasks or responsibilities as assigned by reporting Manager
Service Admin (MDS&R, Quoting, Invoicing)
Managing Service quotations and Service Invoicing
Coordinate provisioning and system installation activities for Dualto, incl. instal base tracking in MDS&R and Polyphonic Mission Control
Coordinates Connectivity process & Polyphonic Fleet Account set-up
Service Loaner/Standby Logistics (Shipping, Inspection, Call Back)
Service Center Process Management,
Tooling Validation & Calibration
Spare Part Coordination incl. consumption tracking & ROP management
Conduct/Assist on thorough reviews of existing SOPs to identify areas for enhancement and optimization.
Set up of repair process for any new NPI or product/Service changes in Repair Center
Service Center Performance/KPI
Reducing the overall Repair cycle time to improve Customer Responsiveness
Loaner/standby efficiency to eliminate OR disruption
Qualifications & Skills
Functional Skills & Competencies - Strong technical knowledge and good communication Skill
Proven experience in service coordination, sales, or operations within the healthcare or medical device sector.
Strong stakeholder management and negotiation skills, with a track record of successful collaboration across functions.
Analytical and strategic thinking, with the ability to develop and implement impactful service programmes.
Excellent organisational skills, attention to detail, and ability to manage multiple priorities.
Demonstrated capability in team leadership and talent development.
Note : We have a preferred candidate for this role.
Required Skills:
Preferred Skills:
Analytical Reasoning, Audit Management, Calibration Procedures, Coaching, Critical Thinking, Equipment Maintenance, Execution Focus, Lean Supply Chain Management, Mechanical Equipments, Numerically Savvy, Quality Control Testing, Quality Validation, Repair Management, Science, Technology, Engineering, and Math (STEM) Application, Systems Evaluation, Technologically Savvy