Job Description

The ASPAC Service Care Manager, Technical Lead & Trainer will work with a talented team of service team members to provide and instruct successful execution of hands-on training and education. By facilitating the training protocol and ensuring adherence to quality and regulatory standards, this team member will be the key stakeholder for ensuring successful training completion and continued education for the Service team members. As the Techincal Lead, you will be the product expert for VELYS Robotic Assisted Solution and be the primary support for the ASPAC Field Service Team. The Service Care Manager will partner with internal marketing, engineering and medical teams to improve and elevate hands-on training protocols and facilitation guides. This rewarding role will require a self-led, motivated, highly communicative, and collaborative individual who has a passion for teaching, coaching and education.
Position Duties & Responsibilities:

• Conduct VELYS Robotic Hands-On training in non-clinical settings in accordance with standardized protocols
• Deliver on execution by leadership, teamwork, project management, and communication skills
• Work closely with and provides guidance/remote technical support to Field Service Engineers to assist when customer satisfaction issues arise.
• Works closely with Field Service Engineers in order to communicate customer concerns, feature requests and bug reports and plays a critical role in customers' satisfaction
• Create training schedules for the Service Care department, track and create reports on outcomes of all training and maintain training records for the company.
• Partner with R&D, Marketing and Franchise Medical Directors to incorporate procedural standards and best practices into training material
• Facilitates didactic sessions as appropriate
• Demonstrate ability to work with, and successfully train to various learning styles by leveraging multiple modalities.
• Continuously improve existing training and educational materials for new and current technology with deep understanding of relevant use in a clinical setting
• Successfully manage the preparation for training events, including station set-up and tear down as well as cleaning of materials used during events and demonstrations
• Successfully manage robot reusable and one-time use instrument inventory for training events
• Gather and evaluate information from employees and management on previous training to identify weaknesses and areas that need additional training.
• Market company training opportunities to employees and provide information on benefits to encourage participation.
• Inform employees on scheduled training and track their progress.
• Recommend training materials and methods, order and maintain in-house training equipment and facilities and manage the budget set for training.
• Identifies and overcomes obstacles to progress
• Works within time, budget, and operational constraints.
• Applies conflict resolution techniques
• Work with the specific countries
  

Qualifications
Required:

• Bachelor’s Degree Required.
• A Minimum of 8 years of relevant experience which should include experience applying technical and training principles to a broad range of assignments.
• Experience with medical capital equipment
• Located in the applicable region
• 50% travel domestic and internationally

Preferred:

• Experience with complex technologies and/or capital equipment
• Proven ability to understand business strategy and translate into learning solutions that support the company’s business goals
• Current or previous experience with adult learning concepts and Instructional Design Principles
• Experience using and/or implementing modern educational technologies
• Understanding of adult learning principals and utilization of professional facilitation skills when training others (virtual/live)

Skills:

• Demonstrated peer-to-peer training with complex and evolving technologies.
• Maintain rigorous compliance with FDA and Johnson and Johnson Regulatory and Quality expectations
• Excellent communication skills, verbal and written are required
• Digital /MS Office proficiency
• Business acumen: excellent written and verbal communication skills, ability to listen and understand the customer feedback and competently relay information, high emotional intelligence, leadership skills, on the spot troubleshooting, flexibility, motivation, and drive
• Ability to handle and correctly utilize products and technologies for the explicit purpose of providing hands on demonstrations to customers in a non-clinical environment
• Quality Assurance: demonstrated leader in positively impacting utilization of technology and proactive communication of both successes and challenges
• Approximately 50% travel required

Other:

• Office deskwork, requiring sitting, walking, using phone and computer
• May lift up to 50 lbs occasionally
• Johnson & Johnson is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

DISCLAIMER: This job description does not constitute an employment agreement between the employee and DePuy Synthes Power Tools. The duties above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position. Duties of the job are subject to change as the needs of DePuy Synthes Power Tools and the requirements of the job change.
At Johnson & Johnson, we’re on a mission to change the trajectory of health for humanity. That starts by creating the world’s healthiest workforce. Through cutting-edge programs and policies, we empower the physical, mental, emotional and financial health of our employees and the ones they love. As such, depending on location and subject to local legislation, candidates offered employment may be required to show proof of COVID-19 vaccination or, in certain countries, secure an approved accommodation prior to the commencement of employment to support the well-being of our employees, their families and the communities in which we live and work. If you are invited to interview for the position, your recruiter will advise on the vaccine requirement status in your geographic location.

Primary Location
Singapore-Singapore-Singapore-
Other Locations
Asia Pacific-New Zealand, Asia Pacific-Taiwan, Asia Pacific-South Korea, Asia Pacific-China, Asia Pacific-Malaysia, Asia Pacific-Vietnam, Asia Pacific-China-Hong Kong S.A.R., Asia Pacific-Philippines, Asia Pacific-Japan, Asia Pacific-Australia, Asia Pacific-Indonesia, Asia Pacific-India, Asia Pacific-Thailand
Organization
Johnson & Johnson Pte. Ltd. (8435)
Job Function
Sales
Requisition ID
2206059572W