Johnson & Johnson Medical Caribbean, a member of Johnson & Johnson's Family of Companies, is recruiting for an Equipment Services Technician Supervisor, located in Guaynabo, Puerto Rico.
Johnson & Johnson Medical Caribbean - PR Marketing Division of Johnson & Johnson International, Guaynabo, is the sales and marketing organization for Johnson & Johnson professional products such as sutures and surgical equipment, products for the prevention of infections and injuries in the operating room, cardiovascular products, and diagnostic equipment.
The Equipment Services Technician Supervisor is responsible for coordinating technical and operational support to the field service operations and customers. Call center, service orders scheduling, corrective and preventive maintenance planning and control, field dispatching, 2nd level technical support, service contract administration, and operational performance reports are the main areas of responsibility. Provides Field Service Engineers responsibility for assigned territory as required and coordinates non-technical activities within the area. Follow-up, monitors and improves performance of Field Service Engineers. Monitors Periodic Maintenances and Modifications (upgrades) at a regional level to ensure completion on a timely basis and to ensure organization requirements and government regulations are met. Assists Equipment Division Manager with reports for key performance indicators: equipment uptime, service contract revenue, inventory level, customer satisfaction index, expenses, eConnectivity (adoption rates and proactive fixes), Service Order Timely Management index, Preventive Maintenance Adherence index, and Compliance with Modifications (MODs). Ensures that all records are maintained in accordance with regulatory requirements. This includes following the defined Complaint Handling Procedures relative to complaint identification, documentation, resolution, and escalation. Approves and controls expense reports for Field Service Engineers and Technical Support Specialists. Actively participates on special projects and/or assignments as determined by Equipment Division (ED) Management. Responsible for People Management processes including selection, retention, motivation and people development. Identify high potentials and provide development opportunities ensuring exposure and visibility within the organization.
A minimum of a Bachelor's Degree is required. Engineering, Operations or Business related major preferred. A Minimum of five (5) years experience in Technical Support Services or related field required. Supervision experience required. Experience as a Field Service Engineering Supervisor preferred. Experience in the healthcare industry, within the Medical Devices and Diagnostics (MD&D) sector is preferred. Fully Bilingual (English and Spanish) is required. Ability to establish positive interpersonal relations and interact with people effectively, work effectively under time pressure and make accurate and assertive decisions accordingly. Demonstrate problem-solving skills. Be proactive, organized, and resourceful, maintain accountability for his/her actions and make good judgment in the performance of his/her duties. Availability to travel 25% within Puerto Rico and the Caribbean is required. Computer literate required (Microsoft Office, Lotus Notes or Outlook and Maximo). A valid driver's license, with a clean driving record are required (
A clean driving record is considered one that does not have any combination of three or more violations or accidents, while the vehicle was in movement in the past three years or any combination of three or more violations or accidents, while the vehicle was moving, within any 6-month period
). The eligibility assessment is based on the date(s) of the actual violations versus when the conviction occurred.
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North America-United States-Puerto Rico-Guaynabo
Johnson & Johnson International (6078)
Yes, 25% of the time
Johnson & Johnson Family of Companies - 2 years ago