Job Function: Customer Management
Job Sub Function: Technical Field Service
Job Category:People Leader
All Job Posting Locations:Danvers, Massachusetts, United States of America
Job Description:We are searching for the best talent for Manager, Service and Repair..
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.
Manager, Service & RepairJob SummaryThe Manager, Service & Repair is responsible for leading the strategic and tactical operations of service and repair functions supporting Abiomed medical device products. This includes oversight of depot repair operations, field service coordination, and lifecycle service delivery to ensure high-quality, compliant, and timely service to customers and patients.
Key Responsibilities- Foster a Patients First, high-performance culture focused on excellence in execution, accountability, continuous improvement, communication, and customer service excellence.
- Lead, develop, and manage a team of supervisors, engineers, and technicians, including effective performance management, meaningful career development conversations, workforce planning, hiring, training, and resource allocation to meet business demand.
- Lead end-to-end service and repair operations, including depot lab activities, field service coordination, and parts, labor, and logistics planning from service request through repair, installation, and return to service across the full product lifecycle.
- Manage operational performance, including workflow, service delivery timelines, cost, resource utilization, on-time service delivery, adherence to service level agreements (SLAs), and customer expectations.
- Provide prompt problem solving for key issues, driving from root cause identification and containment through resolution while ensuring repeat issues are avoided.
- Ensure compliance with FDA, ISO, internal quality systems, policies, and procedures to meet organizational goals and compliance requirements.
- Establish, maintain, and improve SOPs and work instructions to support service operations.
- Partner with Quality and Regulatory teams to address audits, CAPAs, and process improvements.
- Develop and execute tactical and operational plans aligned to service and repair business objectives, including continuous improvement initiatives utilizing Lean, Six Sigma, and 5S methodologies to improve efficiency, scalability, and cost optimization.
- Serve as a key point of contact for internal stakeholders, including Supply Chain, Quality, Engineering, and Customer Service, collaborating across functions to support product launches, global service needs, operational alignment, new product introductions, service readiness, and senior management communication on performance, risks, opportunities, strategic goals, and operational metrics.
QualificationsExperience & Education- Bachelor's degree in related field, or equivalent work experience considered.
- 7+ years of experience in field service, repair operations, or production environment within a regulated industry.
Required Knowledge, Skills, Abilities, Certifications/Licenses & Affiliations- Prior experience leading teams in a technical or operations environment required.
- Medical device industry experience preferred.
- Strong leadership and people management skills with ability to motivate and develop teams.
- Knowledge of service operations, depot repair, and field service processes.
- Experience with Lean, Six Sigma, Kaizen, and continuous improvement methodologies.
- Strong understanding of regulatory and quality requirements for medical devices.
- Excellent communication and cross-functional collaboration skills.
- Ability to manage complex operations and exercise judgment in a fast-paced environment.
- Proficiency with Microsoft Office; experience with SAP and Salesforce preferred.
The anticipated base pay range for this position is: $102,000 - $177,100.
The Company maintains highly competitive, performance-based compensation programs. Under current guidelines, this position is eligible for an annual performance bonus in accordance with the terms of the applicable plan. The annual performance bonus is a cash bonus intended to provide an incentive to achieve annual targeted results by rewarding for individual and the corporation's performance over a calendar/performance year. Bonuses are awarded at the Company's discretion on an individual basis. Employees and/or eligible dependents may be eligible to participate in the following Company sponsored employee benefit programs: medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance. Employees may be eligible to participate in the Company's consolidated retirement plan (pension) and savings plan (401k).This position is eligible to participate in the Company's long-term incentive program. Employees are eligible for the following time off benefits: Vacation - up to 120 hours per calendar year. Sick time - up to 40 hours per calendar year; for employees who reside in the State of Washington - up to 56 hours per calendar year. Holiday pay, including Floating Holidays - up to 13 days per calendar year. Work, Personal and Family Time - up to 40 hours per calendar year. For additional general information on Company benefits, please go to: - https://www.careers.jnj.com/employee-benefits This job posting is anticipated to close on June 19, 2026. The Company may however extend this time-period, in which case the posting will remain available on https://www.careers.jnj.com to accept additional applications.
Required Skills: Preferred Skills:Compliance Management, Customer Service, Customer Support Operations, Customer Support Trends, Developing Others, Empowering People, Inclusive Leadership, Leadership, Performance Measurement, Product Lifecycle Management (PLM), Project Management Office (PMO), Quality Assurance (QA), Resource Management, Resource Planning, Service Request Management, Team Management, Technical Credibility, Technical Writing
