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Head of Service Solutions - Energy

Company: Disability Solutions
Location: Cincinnati
Posted on: June 4, 2024

Job 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 The Head of Service Solutions - Energy will lead the design and ownership of product-specific service and repair offerings, supporting both internal development and market performance. This role involves developing global strategies and US execution and financial plans to drive growth, manage customer relationships, and lead and develop the Service Solutions P&L team. A key responsibility is to implement a customer-first approach across the organization, showcasing the value of Service Solutions from a business perspective. The Service Solutions Leader will collaborate with Energy, Service Solutions Surgery, and Regional Services teams to ensure strategic alignment and optimal customer outcomes. Reporting to the Endomechanical and Energy Platform President, this role is a crucial member of the Endomechanical and Energy Leadership Team. Key Responsibilities: --- Develop and execute a multi-year Energy technical services strategy, customer support vision, operational standards, and roadmap to establish market leadership. --- Ensure the Energy service organization creates margin across the customer journey through a focused revenue generation strategy. --- Maximize business growth and profitability while meeting strategic goals. --- Own the financial performance, profitability, growth plans, customer satisfaction, and business plan implementation for each market/segment. --- Utilize an analytical, data-driven approach to develop necessary business plans. --- Analyze customer data, monitor usage patterns, and identify opportunities to enhance customer value. --- Recommend innovative solutions to improve customer satisfaction and patient outcomes. --- Define and envision platform-specific product, service, and solution offerings for Energy service and repair. --- Manage the creation of backend systems for successful service sales (pricing, value propositions, contract tracking, dashboards, tools, etc.). --- Oversee the development of service assets (manuals, troubleshooting guides, tools). --- Deliver KPIs to track and monitor service and repair delivery, analyze metrics reports, and resolve issues. --- Lead cross-functional collaboration with Commercial, R&D, Customer Quality, and Supply Chain organizations to enable end-to-end service and operations delivery. --- Manage governance and escalation pathways for service and tech support. --- Oversee product support for 'design for service' of new capital products and sustain service and repair support for existing products. --- Ensure US Field Service execution, responsible for onsite and offsite product repairs, system connectivity services, and the US service repair depot network. --- Deploy IT/hospital connectivity, privacy, and integration capabilities. --- Oversee remote technical and clinical support call centers for initial customer touchpoints and issue resolution or triage. --- Collaborate closely with regional service leaders to ensure proper execution in regions. Leadership Characteristics: --- Motivates, inspires, and influences others to achieve results. --- Fosters a culture of innovation and inclusion. --- Results-oriented problem solver with innovative solutions and sound judgment. --- Visionary leader capable of strategic thinking and long-term goal development. --- Customer-centric, able to innovate around customer solutions. --- Committed to talent development and fostering a culture centered on our Credo Values. --- Develops, coaches, and engages talent, ensuring a diverse bench strength for the future. --- Establishes and maintains strong relationships with key external and internal stakeholders.

Keywords: Disability Solutions, Cincinnati , Head of Service Solutions - Energy, Other , Cincinnati, Ohio

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