Job Description

Being part of J&J Surgical Vision Customer Operations, this role has a remit to support across Asia Pacific, working with a cross-functional group that specializes in creating the smoothest experience for our internal stakeholders and customers. This role plays a critical role in building, analyzing and interpreting operational data to support service revenue attainment and continuous improvement of Service Operations that enable both agility and control within Customer Experience business.

If you are a sound customer service user and strong in project implementation and execution within the Technical Service, looking for an expansion of responsibilities leading a team, this might be the right role for you!

This role is responsible for implementation of service operation readiness, department projects and reports. He/ she will manage full spectrum of service operation activities for assigned markets and lead a team to respond to business inquiries regarding orders, changes, cancellations, pricing, service agreement, spare part shipments and other Technical Serviceactivities. Prepares routine and ad-hoc business activity reports to analyzes trends, determine process improvement opportunities and adheres to highest standard of quality, compliance & ethics for policy, procedures, and department’s objectives.

This role’s responsibilities consist of 4 broad aspects as below:

• Core responsibilities

• Manage full spectrum of service operation from technical service hotline & customers’ inquiries handling, contract processing, part order fulfilment, shipment coordination, customs clearance and invoicing to customers for the assigned territories in Asia Pacific.
• Leading a team to analyzes trends, determine process improvement opportunities, streamline operation standards across Asia Pacific to adhere to highest standard of quality, compliance & ethics for policy, procedures, and department’s objectives.

• SAP & digital capability expert

• ability to review the SAP processes independently with ability to cross collaborate with multiple stakeholders in various functions & countries.
• strong ability in partnering with cross functional stakeholders to understand needs and drive consistent business values through SAP processes/ architect.
• acts as core representative & point of contact for all SAP related and digital capability (Power App & DocSign) initiatives within Service Operations.

• Project Management

• own the implementation of service operations’ readiness that including service pricing validation, material creation, service agreement setup, training, process documentation for new service launches within Asia Pacific.
• lead service activities and department projects in partnership with local team.
• drive forward process improvement efforts with urgency and balance competing stakeholders’ priorities.

• Capability, Analytics establishment

• investigate and drive timely revenue attainment against business planwithin Asia Pacific on weekly & monthly basis.
• design dashboards, analytics to monitor key performance indicators.
• provide hands-on facilitation, training, and process improvement subject matter expertise to Customer Experience team. For example, training team in process streamline opportunities.
• monitor key performance indicators & support audit control on a regular daily/weekly/monthly basis as required
  

• University/Bachelors’ Degree or Equivalent.
• > 6 years of related working experiences in technical service environment.
• Proficiency with Microsoft Office especially Microsoft Excel, Visio and presentation required.
• Experience with SAP, order management and distribution, tableau, Microsoft power apps, DocuSign is preferred.
• Multi-task, work under pressure to hit tight deadlines and update in timely fashion.
• Strong project management to lead & implement cross-functional projects with a clear bias for action, sense of ownership and minimum supervision.
• Analytical mindset and comfortable working with data for presentation and business reporting