Service Performance Senior Manager – Service Innovation

About the role

Johnson & Johnson MedTech is seeking a Service Performance Senior Manager to lead Service Innovation for its robotic medical platforms in Japan. The role bridges the Japan and USA service organizations, establishing standards for performance, reliability, and service processes.

Key responsibilities

• Partner with the Service Innovation organization to define processes, systems, and frameworks supporting the Japan service organization.
• Contribute to the service product roadmap and formulate new service solutions and innovations.
• Assess new product designs for serviceability and reliability, representing the service organization in product introductions.
• Develop and manage service project plans, ensuring spare parts availability and technical training for the Japan service team.
• Monitor service KPIs, analyze trends, and define strategies to meet targets; support 2nd and 3rd tier escalations as a subject‑matter expert.

Required profile

• Engineering degree (Mechanical, Electrical or Biomedical) with 10 years of experience (or Master’s with 5 years).
• Fluent in Japanese and proficient in English for both technical and non‑technical communication.
• Proven ability to lead multi‑functional meetings, influence stakeholders, and work collaboratively across levels.
• Willingness to spend extended periods in the USA during the first year for onboarding.

Required skills

• Experience in a development environment and understanding of product creation processes.
• Knowledge of DFX, designing for serviceability, and lean methodologies.
• Project management skills (planning, monitoring, execution).
• Familiarity with robotic automation and SAP Product Lifecycle Management.
• Experience with medical capital equipment service, ISO and FDA regulated environments (preferred).