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Manager, Technical Service and Repair

DePuy Synthes Companies of Johnson & Johnson is recruiting for a Manager, Technical Service and Repair located in Raynham, MA.
DePuy Synthes Companies of Johnson & Johnson is the largest, most innovative and comprehensive orthopedic and neurological business in the world. DePuy Synthes Companies offer an unparalleled breadth and depth of products, services and programs in the areas of joint reconstruction, trauma, spine, sports medicine, neurological, craniomaxillofacial, power tools and biomaterials. Building on the legacy and strengths of two great companies, more agile and better equipped to meet the needs of today's evolving health care environment. With a focus on activating insights to develop innovative, comprehensive solutions, we are inspired to advance patient care in greater ways than either company could accomplish on its own.
Thriving on a diverse company culture, celebrating the uniqueness of our employees and committed to inclusion. Proud to be an equal opportunity employer.
The Manager, Technical Service and Repair will:
• Lead and manage high performing matrix team; attract and develop top talent in a trusting and collaborative work environment
• Collaborate with suppliers, Customer Service, Customer Quality, Sales and Marketing, New Product Development, Affiliates, External Manufacturing Product Services, Global Logistics Departments, and other medical device companies on processes and procedures to ensure alignment and design intent satisfies the needs of the organization and the customer
• Provide leadership and development in the coordination of all service activities for repairable DePuy Synthes capital equipment products across all regions of the world
• Drive design for service in new products with measurable results, implement design changes to improve the customer experience, as well as monitor metrics that support customer satisfaction for product services and technical support.
• Craft and drive customer centric Service & Repair strategies within J&J & solutions while building interdependent partnerships that will optimize value proposition to include building financial models, contract creation and contract negotiations with J&J repair centers as well as OEM and third-party repair centers
• Develop, train, and mentor staff on customer service, analytical troubleshooting, root cause analysis, Process Excellence, and other selected tools and methods to ensure world-class service
• Craft statistical analysis of the repairs and transfer of the repair trend to Quality as well as the R&D groups. Collaborate with R&D and OEMs to develop and implement technical support for repairable devices throughout the life cycle of the product. Manage Ongoing communication with the DePuy Synthes repair centers.


• B.A. or B.S in a technical discipline or business is required. Advanced Engineering degree or MBA preferred.
• A minimum of eight (8) years of related working experience is required
• Process Excellence/6-Sigma preferred
• A minimum of two (2) years direct people management and leadership experience required
• A minimum of two (2) years’ multi-disciplinary experience in operations, lifecycle management, process and equipment validation, equipment repair, customer service, quality assurance, systems applications material control, and/or inventory management is required
• Effectively utilize written and oral communication formats that result in meeting departmental and Operations goals and objectives
• The ability to build internal collaborations, partnerships and cultivate external relations that facilitate the accomplishment of the organization’s strategic business objectives
• Strong practical knowledge of project management necessary to flawlessly execute projects
• Proficient knowledge of Microsoft Office products including Excel, PowerPoint and Word
• Position is based in Raynham, MA and will require up to 25% travel domestic & international
Primary Location
United States-Massachusetts-Raynham
DePuySynthes Products Inc (6149)
Job Function
New Product Intro-Life Cycle Mgmt
Requisition ID