Service Performance Engineer JJMT Surgery India

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.

All Job Posting Locations: Mumbai, India, Mumbai, Maharashtra, India Job Description: Geographical Scope: This role will support the JJMT Surgery business in Pan-India. Product Scope: Dualto, GEN11, MEGEN1 & MESE1 The Service Performance Engineer JJMT Surgery India will play an essential role in supporting the Service org India.

This position involves establishing collaboration to set the standards of the performance and reliability of the Surgery Capital platforms. You will be developing the service process and infrastructure that support the Service business goals Field Service (Channel Partner FSE) Technical Governance CMC Adherence and service activity scheduling and reporting to CP FSE (e.g PM & PFT) Regular auditing of MDS&R work orders for accuracy and adherence to CMC Provide remote Technical Customer support for L2 Escalation Issues Translates and deploys Service Bulletin’s to CP FSE to ensure consistent and reliable deployment and execution Certification of new CP FSE plus annual re-certification for existing CP FSE CP FSE Tool Kit management (including calibration & OVK) Full ownership of Post-Sales Customer Experience Develop and execute strategies to maximize system uptime, minimize clinical disruptions, and optimize hardware and software performance.

Track entire process map for connectivity (whitelisting MAC address), polyphonic, installation & provisioning Assist customers with L2 escalation issues related to connectivity and Polyphonic Management & tracking of entire capital Install Base - Asset management Service Program Performance & KPI Monitoring Establish robust Key Performance Indicators (KPIs) for CP FSE, focusing on response time, Issue resolution, and preventative maintenance compliance Formulates new service solutions by integral, original thinking and adds new service innovation concepts/elements to the Service processes CMC governance and service activity reporting to Service Executives Capital Install Base - Asset management – MDS&R asset tracking accuracy and reporting on asset (Customer Installation) base for GEN11 & Dualto 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.

You will be accountable for maintaining a high level of customer satisfaction ensuring that all issues are handled efficiently and to the highest standard. Qualifications & Skills Education-BE or Diploma Holder. MBA with Service field experience will have added advantage.

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 Required Skills: Preferred Skills: Critical Thinking, Cross-Functional Collaboration, Equipment Maintenance, Execution Focus, Inventory Management, Lean Supply Chain Management, Predictive Maintenance, Process Improvements, Product Improvements, Project Engineering, Safety-Oriented, Science, Technology, Engineering, and Math (STEM) Application, Service Request Management, Technical Credibility, Technical Troubleshooting, Technologically Savvy, Work Order Management