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**Job Function: **
Customer Management
**Job Sub Function: **
Customer Service Operations
Job Category:
Professional
All Job Posting Locations:
Bogotá, Distrito Capital, Colombia, São Paulo, Brazil
Job Description:
The Service Operation Manager is responsible for the end-to-end management of Technical Service backoffice operations, ensuring operational excellence, customer satisfaction, and data-driven decision-making.
This role leads all backoffice activities supporting Technical Service, including customer case management, spare parts consumption, field and depot engineer scheduling, and service execution support.
The Service Operation Manager acts as a People Leader, responsible for building, developing, and engaging high-performing teams, fostering a culture of accountability, collaboration, continuous improvement, and talent development within the Service organization.
In addition, this position owns the Business Intelligence (BI) strategy for the Service organization, leading data governance, dashboard and report development, and performance analysis to support both operational and strategic decisions.
This role is further accountable for defining and executing the technical certification and service readiness strategy to support the implementation of service for NPIs, ensuring teams are properly trained, certified, and operationally prepared prior to market introduction.
The Service Operation Manager also works closely with Sales and Marketing teams as a strategic business partner, providing service-related insights, performance data, and operational support to enable commercial strategy, customer negotiations, and business growth.
Essential duties and responsibilities:
Service Operations & Backoffice Management
Lead all Technical Service backoffice activities, ensuring effective and compliant execution of:
- Customer service request and work order management (from case opening to closure)
- Field and depot engineer scheduling and resource planning
- Spare parts management, including consumption posting, traceability, and inventory reconciliation
Ensure consistent compliance with service contracts, SLAs, and internal performance targets
Business Intelligence, Data & Performance Management
Own the Service Operations BI and data governance framework
Design, develop, and continuously improve:
- Operational and executive dashboards
- Standardized performance reports for local, regional, and global leadership
Implement service KPIs
Ensure data integrity, standardization, and reliability across all reporting and analytical tools
Provide analytical insights to support strategic and operational decision-making
Technical Certification & New Product Service Readiness
Lead the technical certification strategy for Service implementation of NPIs
Partner with Engineering, Quality, Training, and Global Service teams to:
- Define technical certification requirements
- Plan and track service-related training programs
- Ensure Service readiness prior to market launches
Guarantee that Service teams are properly trained, certified, and operationally prepared to support new products
Leadership & Governance
- Lead, coach, and develop the Service backoffice and BI teams
- Establish clear governance, communication, and reporting routines
- Ensure compliance with internal policies, quality standards, and regulatory requirements
Commercial & Marketing Partnership
Work closely with Sales and Marketing teams to actively support business objectives, ensuring strong alignment between Service Operations and commercial strategy
Provide operational, performance, and analytical insights to support:
- Commercial decision-making
- Customer value propositions and service offerings
Support Sales and Marketing with service-related data, KPIs, and operational inputs for customer negotiations, tenders, and strategic accounts
Act as a key Service representative in cross-functional initiatives aimed at business growth, customer experience, and market competitiveness
People Leadership & Talent Development
- Act as a people leader for Service backoffice and BI teams, ensuring engagement, performance, and development of a diverse and high-performing workforce
- Set clear goals, expectations, and performance metrics aligned with business and Service strategy
- Lead talent development initiatives, including coaching, mentoring, succession planning, and capability building
- Promote a culture of accountability, ownership, collaboration, and continuous improvement
- Ensure compliance with company values, leadership behaviors, and people management standards
- Support organizational changes and transformation initiatives through effective change management and communication
Compliance & Core Responsibilities
- Knowledge, practice, and compliance with the Johnson & Johnson Credo.
- Knowledge and compliance with J&J Quality, Safety, Occupational Health, and Environmental policies.
- Ensure compliance with all local regulations, company policies, procedures, and quality requirements.
- Submit all business travel expenses in compliance with the company T&E policy and within required timelines.
- Complete all assigned training courses on time and as requested.
Essential knowledge and skills:
- Bachelor’s degree or equivalent in Engineering, Operations, Quality, Pharmacy or related field
- Minimum of five (5) years leadership experience in areas such as Technical Service and/or Quality and/or Operations
- Fluent English
- Desired MBA or equivalent master’s degree.
- Valid driver’s license (company vehicle provided).
**Core competencies required for this role: **
- Strategic thinking
- Business understanding
- Problem solving
- People management
- Experience in continuous improvement process
- Presentation skills
- Leadership skills
- Metrics and visual dashboards knowledge
- Sense of Urgency
- Teamwork
- Results and Performance Driven
- Customer Focus
- **Required Skills: **
Preferred Skills:
Compliance Management, Customer Alignment, Customer Analytics, Customer Centricity, Customer Experience Management, Customer Support, Customer Support Operations, Customer Support Trends, Developing Others, Emerging Technologies, Fact-Based Decision Making, Inclusive Leadership, Leadership, Process Improvements, Resource Allocation, Service Request Management, Team Management, Technologically Savvy