Senior Service 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.

Job Function:

Supply Chain Engineering

Job Sub Function:

Repair & Maintenance Engineering

Job Category:

Scientific/Technology

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 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