Lead, Field Service Engineering

Johnson & Johnson Innovative Medicine•Toronto, ON

4d•CA$87,000 - CA$140,300•Hybrid

About The Position

Johnson & Johnson is recruiting for a Lead, Service Engineer, located in Canada. This role ensures that national service infrastructure, workforce strategy, quality alignment, and operational processes fully support local commercial growth, customer satisfaction, and regulatory compliance. The position acts as the senior operational bridge between Technical Service, Commercial Leadership, and Global functions, ensuring service readiness, scalability, and long-term business continuity. This role is in direct support of the DePuy-Synthes Canadian business. It is anticipated that, following the conclusion of the planned separation of Johnson & Johnson's Orthopaedics business to establish a standalone orthopaedics company operating as DePuy Synthes, the employee would be an employee of DePuy Synthes.

Requirements

Bachelor’s degree or equivalent experience.
5+ years of experience in Technical Service and/or Service Operations.
Demonstrated experience in strategic planning, operational governance, and quality systems.
Strategic operational leadership
Workforce and capacity planning ability
Financial and cost management acumen
Knowledge of regulated medical device service environments
High ethical standards and integrity

Nice To Haves

Developing Others
Equipment Maintenance
Field Services
Inclusive Leadership
Leadership
Lean Supply Chain Management
Performance Measurement
Process Optimization
Program Management
Resource Management
SAP Field Service Management
Science, Technology, Engineering, and Math (STEM) Application
Service Request Management
Strategic Thinking
Supply Chain Processes
Tactical Thinking
Team Management
Technical Troubleshooting
Technologically Savvy
Work Order Management

Responsibilities

Define and execute national Technical Service strategy aligned with Canadian DS commercial objectives.
Translate business growth plans into scalable service infrastructure and workforce models.
Oversee workforce planning and capacity forecasting.
Partner with Commercial and Clinical leadership to support strategic accounts and complex opportunities.
Provide operational risk assessment and mitigation planning to protect revenue continuity.
Lead and develop Field Service Engineers and technical support personnel.
Allocate and prioritize resources supporting investigations, escalations, and clinical priorities.
Responsible for team training, performance management, and talent development.
Ensure operational resilience and balanced workload distribution.
Manage service budgets and cost controls aligned with business objectives.
Ensure alignment with DS Quality Systems and Health Canada regulations.
Oversee structured coordination of post-market support and investigation resources.
Support CAPA execution and audit readiness initiatives.
Ensure documentation governance and service traceability.
Maintain compliance with Health, Safety, and Environmental policies.
Oversee national service inventory strategy and parts management processes.
Define structured workflows for capital equipment installation and lifecycle management.
Ensure cross-border operational alignment with Global Technical and R&D teams.
Evaluate and optimize service processes for efficiency and scalability.
Support implementation of service-related systems and reporting tools.
Conduct strategic site visits to ensure service excellence and long-term customer satisfaction.
Act as senior service liaison for high-visibility accounts and escalations.
Represent Technical Service Operations in cross-functional leadership forums.
Advocate for customer needs while ensuring compliance and operational alignment.