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 https://www.jnj.com **Job Function:** Customer Management **Job Sub** **Function:** Non-Technical Customer Service **Job Category:** People Leader **All Job Posting Locations:** Diegem, Flemish Brabant, Belgium **Job Description:** **Operations Supervisor** **About MedTech** Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments. Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech **About Cardiovascular** 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 Cardiovascular? Ready to join a team that’s reimagining how we heal? Our Cardiovascular team develops leading solutions for heart recovery, electrophysiology, and stroke. You will join a proud heritage of continually elevating standards of care for stroke, heart failure and atrial fibrillation (AFib) patients. Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech **J&J MedTech Electrophysiology** We are the world leader in the $2.5 billion worldwide electrophysiology market, in an enviable position of being one of the fastest growing businesses within the Johnson & Johnson Family of Companies. J&J MedTech Electrophysiology, helps treat heart arrhythmias, including Atrial Fibrillation, which affect lives of millions and are among the major causes of stroke. We improve thousands of patients lives every day. We are privileged to work with the most prominent physicians around the world and create innovative products and services that will shape the future of electrophysiology. We are the market leader and we continue to win with the double-digit growth for the past 7 years. **We are searching for the best talent for Operations Supervisor based at Diegem, Belgium.** **Purpose:** With limited supervision, the Technical Service Operations Supervisor oversees back-office service delivery for Johnson & Johnson Electrophysiology customers within the Technical Services department. The focus is implementing strategic projects and initiatives related to Electrophysiology, ensuring efficient processes that meet customer needs and expectations within the Service department. **You will be responsible for:** + Manages daily operations of the technical Field Support staff. + Provides coaching, counseling, and training for the Field Support team. + Drives the execution of Technical Service programs and projects. + Monitors compliance with business procedures and workflows. + Maintains operational SLAs for the operations team. + Addresses customer concerns and issues together with the operations team. + Enhances service processes with a focus on customer satisfaction, efficiency, and compliance. + Collaborates with the field engineering team to identify issues, mitigate risk, and strengthen relationships. + Ensures a productive and positive work environment for the operations team. + Collects data and creates routine management reports. + Prepares budget recommendations and enforces cost controls to stay within set parameters. + Informs management about evolving customer needs and suggests process adaptations. + Handles complex customer complaints and sees them through to resolution. + Assists in shaping business objectives, policies, and procedures. + Ensures personal and company compliance with applicable federal, state, local, and corporate regulations, policies, and procedures. **Qualifications / Requirements:** + A Vocational, Certificate, Technical, or Associate’s Degree is required; University degree preferred. + At least 6 years of relevant professional experience, or a minimum of 8 years in an operational environment. + Must possess knowledge of servicing principles, practices, and procedures. + Experience in the Medical Device sector is preferred. + Proficiency in English (verbal and written). + Strong organizational skills. + Strong Microsoft Office skills. + Problem-solving abilities. + Experience with service management systems is a plus. **Other:** + This role may require up to 15% domestic and international travel. + Regular interaction with the field engineers and other Field Support Team members is key for managing daily operations. There is also frequent collaboration with Sales, Clinical teams, and other departments to support Electrophysiology products adequately. + Frequent contact with third-party suppliers is expected in this position. **Required Skills:** Organizing, Problem Solving, Project Administration, Tactical Planning, Teamwork **Preferred Skills:** Analytical Reasoning, Coaching, Communication, Continuous Improvement, Customer Centricity, Customer Retentions, Customer Satisfaction, Customer Service, Customer Service Philosophy, Customer Support Operations, Customer Support Trends, Developing Others, Inclusive Leadership, Leadership, Omni-Channel Support, Service Request Management, Team Management