At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at jnj.com.

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function:

Customer Management

Job Sub Function:

Customer Service Operations:

Job Category:

Professional

All Job Posting Locations:

Bogotá, Distrito Capital, Colombia, Las Condes, Santiago,, Region Metropolitana de Santiago, Chile, São Paulo, Brazil

Job Description:

Job Description:

About Orthopaedics

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.

Are you passionate about improving and expanding the possibilities of Orthopaedics? Ready to join a team that’s reimagining how we heal? Our Orthopaedics teams help keep more than 6 million people moving each year while delivering clinical and economic value to surgeons and healthcare systems. Our teams build solutions for joint reconstruction; trauma and craniomaxillofacial; sports, extremities, and elective foot and ankle; spine; and robotics and digital surgery.

Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

We are searching for the best talent for our Technical Services Senior Manager LATAMPurpose:

The Services & Repair Senior Manager LATAM will lead the regional strategy, execution, and continuous improvement of technical support operations across LATAM. This role is responsible for ensuring service excellence, operational efficiency, and a superior customer experience, while acting as the primary liaison between local teams and global Technical Services leadership.

The position leads multidisciplinary teams, oversees key performance indicators, drives strategic projects, and ensures alignment with corporate policies and regulatory requirements throughout the region.

Key Responsibilities: Leadership & Strategy

• Develop and execute the LATAM technical services strategy, aligned with global priorities and local market needs.

• Lead and inspire regional technical teams, promoting high performance, engagement, and professional development.

• Establish operational standards, KPIs, and processes to ensure consistency and service excellence across the region.

Operations & Execution

• Oversee end-to-end technical support, including installation, maintenance, depot repair, remote troubleshooting, and onsite support.

• Ensure operational efficiency through process optimization, automation, and adoption of best practices.

• Monitor service-level performance (SLAs), response times, and customer satisfaction metrics.

Stakeholder Management

• Build strong partnerships with internal functions such as Commercial, Quality and Supply Chain.

• Represent LATAM in global forums.

• Act as a technical subject-matter expert in strategic decision-making, risk assessments, and cross-functional initiatives.

Team Development

• Lead, coach, and develop technical teams across multiple countries.

• Implement training programs, certification processes, and continuous learning initiatives.

• Promote a culture of safety, compliance, and operational excellence.

Required Qualifications:

• Bachelor’s degree in engineering or related fields.

• Minimum 7 years professional experience in Technical Services or similar areas.

• Proven leadership experience managing multicultural and regional teams.

• Strong knowledge of operational processes, KPIs, performance metrics, and continuous improvement tools.

• Fluent English.

• Spanish / Portuguese is desirable (at least one required)

• Excellent communication and stakeholder management skills.

Core Competencies:

• Influential leadership

• Strategic thinking

• Results orientation

• Customer-centric mindset

• Data-driven decision-making

• Adaptability and resilience

• Strong communication

• Operational execution excellence

Required Skills: Preferred Skills:

Consulting, Customer Centricity, Customer Relationship Management (CRM), Customer Satisfaction, Customer Service Philosophy, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Emotional Intelligence, Fact-Based Decision Making, Organizing, Process Optimization, Quality Auditing, Standard Operating Procedure (SOP), Technical Credibility