Sr Analyst Service Ops

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:

People Leader

All Job Posting Locations:

Danvers, Massachusetts, United States of America

Job Description:

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

We are searching for the best talent for Sr. Analyst Service Ops.

Purpose: Provide support by creating and maintaining dashboard of key metrics related to service deliverables including but not limited to the following: on-time service, complaints monitoring, loaner tracking, cycle time, inbound and outbound shipments, courtesy loaner tracking and monitoring.  The analyst will work with service management to determine key areas that need increased efficiency to manage growth expected in the market.  They will also be responsible for working with the service operations team to ensure the timely and accurate reporting of service execution for the Danvers service depot for all required preventative maintenance, product upgrades and new product service implementation.  Other duties will include support for service-related activities described below.  

You will be responsible for:

  Build report showing progress against each open product upgrade (FCN) per the guidelines and timeliness established by the Program Team

·         Build report on service forecasting and completion 

·         Develop CRM tools to ensure timely scheduling and return of product in need of required preventative maintenance/FCN's

·         Report on site configuration compatibility for software, hardware and firmware.  Coordinate activities related to ensure site compatibility

·         Create process for automating inbound and outbound reporting of expected shipments of customer and loaner consoles. 

·         Support of service operations activities to ensure scalability of current and future products

·         Manage open service needs to ensure timely service, returns and loaner availability

·         Maintain or develop a tool to efficiently track current status of customer service activity

Required Qualifications:

·         Bachelor’s Degree or Associate’s Degree required

·         A minimum of 5-8 years similar experience

·         Positive attitude, well organized, and detail oriented

·         Excellent communication (both written and oral) & strong customer service skills

·         Execute tasks in a timely manner with minimal supervision

·         Able to prioritize tasks

·         Able to interact well cross-departmentally and with external customers

·         Knowledgeable with regulatory guidelines pertaining to medical device

Preferred Qualifications:

·         Large MRP system knowledge desired, SAP

·         5-years experience of Salesforce desired

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act. 

Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation,  external applicants please contact us via https://www.jnj.com/contact-us/careers.  Internal employees contact AskGS to be directed to your accommodation resource.

#LIOnsite

Required Skills:

 

 

Preferred Skills:

Communication, Continuous Improvement, Customer Centricity, Customer Engagement, Customer Relationship Management (CRM), Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Execution Focus, Problem Solving, Process Optimization, Quality Services, Service Excellence, Standard Operating Procedure (SOP), Technical Support

 

 

The anticipated base pay range for this position is :

$79,000.00 - $127,650.00

Additional Description for Pay Transparency:

This position is eligible to participate in the Company’s long-term incentive program.



Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off benefits:

Vacation –120 hours per calendar year

Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado –48 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year

Holiday pay, including Floating Holidays –13 days per calendar year

Work, Personal and Family Time - up to 40 hours per calendar year

Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child

Bereavement Leave – 240 hours for an immediate family member: 40 hours for an extended family member per calendar year

Caregiver Leave – 80 hours in a 52-week rolling period10 days

Volunteer Leave – 32 hours per calendar year

Military Spouse Time-Off – 80 hours per calendar year
For additional general information on Company benefits, please go to: - https://www.careers.jnj.com/employee-benefits