Job Description

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:

Non-Technical Customer Service

Job Category:

Professional

All Job Posting Locations:

Singapore, Singapore

Job Description:

Abiomed, now part of Johnson & Johnson MedTech, is a global leader in heart recovery technologies. Guided by our mission of Patients First, we provide innovative solutions that support patients, clinicians, and healthcare systems around the world. Since joining Johnson & Johnson in 2022, Abiomed has further strengthened its leadership in high-growth cardiovascular markets.

Position Overview

Based in Singapore, the Senior Service Operations Specialist will support APAC Field Service operations across commercial, operational, and administrative activities. This newly established role will play a critical part in building scalable service operations processes while ensuring efficient management of service agreements, customer data, asset records, and service-related documentation.

The position partners closely with Field Service, Sales, Finance, Legal, Quality, and Supply Chain teams, while also coordinating with distributors and external partners across the region.

Key Responsibilities

Service Operations & Contract Administration

• Prepare and coordinate service agreements, quotations, renewals, and related documentation.
• Monitor contract execution, purchase orders, invoices, and payment status, ensuring timely follow-up and issue resolution.
• Maintain visibility of open items and escalate issues where required.

Systems & Data Management

• Administer and maintain service-related data within SAP and Salesforce (SFDC), including customer, asset, and master data.
• Support purchase order processing, invoice coordination, and service record management.
• Ensure accurate, compliant, and audit-ready documentation and filing practices.

Field Service Support

• Support service asset management, spare parts logistics, inventory tracking, and shipment coordination.
• Maintain asset and service records to support operational efficiency and compliance.

Communications & Materials

• Create and maintain service brochures, customer-facing materials, and operational support documentation.
• Support reporting activities and provide regular updates on operational performance metrics and open actions.

Process Improvement

• Partner with the APAC Senior Field Service Manager to establish and enhance service processes, reporting tools, data governance practices, and operational workflows.
• Contribute to continuous improvement initiatives that support the growth of APAC service operations.

Qualifications

• At least 4 to 5 years of experience in service operations, commercial operations, contract administration, or a related operational support role within the medical device, healthcare, or regulated industry with regional exposure
• Experience managing contracts, quotations, purchase orders, invoices, payment tracking, and document control.
• Hands-on experience with SAP and Salesforce (SFDC).
• Strong administrative and organizational skills with high attention to detail.
• Proficient in Microsoft Office applications, including creating business communications and customer-facing materials.
• Excellent written and verbal English communication skills.
• Demonstrated ability to work independently, manage multiple priorities, and thrive in a dynamic, evolving environment.
• Strong stakeholder management and cross-functional collaboration skills.

Preferred

• Experience supporting process improvement initiatives and operational workflow development.
• Knowledge of spare parts logistics, inventory control, or service asset management.
• Experience working in a regional APAC environment.

Ideal Candidate

We are looking for a proactive and highly organized operations professional who enjoys building structure within a growing service environment. The ideal candidate combines strong administrative and systems capabilities with a continuous improvement mindset, enabling them to support day-to-day operations while helping scale APAC Field Service capabilities for the future.

Required Skills:

Preferred Skills:

Analytical Reasoning, Business Behavior, Communication, Continuous Improvement, Customer Centricity, Customer Retentions, Customer Satisfaction, Customer Service, Customer Support Operations, Customer Support Trends, Data Analysis, Execution Focus, Omni-Channel Support, Process Oriented, Project Management, Self-Service Tools, Service Request Management