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:

Technical Customer Service

Job Category:

Business Enablement/Support

All Job Posting Locations:

Bogotá, Distrito Capital, Colombia

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

About Surgery

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 surgery? Ready to join a team that’s reimagining how we heal? Our Surgery team will give you the chance to deliver surgical technologies and solutions to surgeons and healthcare professionals around the world. Your contributions will help effectively treat some of the world’s most prevalent conditions such as obesity, cardiovascular disease and cancer. Patients are waiting.

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 Surgery Engineer.

Purpose:
The Customer Care Analyst is responsible for executing daily customer support and service coordination activities within the Technical Service area. This role acts as a key interface between customers, service engineers, and internal teams, ensuring efficient service execution, proper documentation, regulatory compliance, and high levels of customer satisfaction. The position supports service operations through call handling, service scheduling, invoicing, equipment logistics, and system controls, while adhering to Johnson & Johnson quality, safety, and compliance standards.

You will be responsible for:

Customer Care & Service Coordination

• Execute daily Customer Care activities, including answering customer calls, registering service requests, and coordinating with the technical and field service teams.
• Control and manage the Service Engineers’ service schedule, ensuring efficient resource allocation and service coverage.
• Monitor and manage the allocation and return of loaner equipment to customers.

Service Operations & Logistics

• Coordinate and execute the temporary export process of equipment when required.
• Control mandatory preventive maintenance schedules, ensuring compliance with due dates and service requirements.
• Execute spare parts/tools discount in the system.
• Support the service purchasing process, including purchase requests and follow-up, as required by service operations.

Financial & Administrative Processes

• Issue, control, and manage fiscal documents related to the movement of equipment and tools.
• Execute and support the service invoicing process, ensuring accuracy and timeliness.
• Generate service quotations and actively monitor approval status, following up with internal stakeholders as needed.

Documentation, Systems & Reporting

• Maintain accurate physical and digital records in compliance with regulatory requirements, internal procedures, and quality standards.
• Generate operational and management reports related to service activities.
• Ensure proper use and good documentation practices within the work order management and service systems.

Compliance, Quality & Ethics

• Perform all activities in compliance with the Johnson & Johnson CREDO.
• Ensure knowledge of, and compliance with, Johnson & Johnson Quality, Safety, Occupational Health, and Environment policies.
• Support audits, inspections, and internal reviews by providing accurate documentation and records.
• Perform other duties as assigned, aligned with business and operational needs.

Qualifications / Requirements:

• Bachelor’s degree or complete technological degree
• Basic English

Competencies:

• Sense of urgency
• Organization
• Analysis and data interpretation
• Problem solving
• Teamwork
• Customer focus

 

 

Required Skills:

 

 

Preferred Skills:

Applications Support, Communication, Customer Centricity, Customer Experience Management, Customer Support, Customer Support Operations, Customer Support Trends, Innovation, Issue Escalation, Problem Solving, Process Oriented, Product Knowledge, Service Request Management, Technical Support, Technical Troubleshooting, Technology Quotient