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 https://www.jnj.com

Job Function:

Customer Management

Job Sub Function:

Technical Customer Service

Job Category:

Professional

All Job Posting Locations:

Cincinnati, Ohio, United States of America

Job Description:

Johnson & Johnson is recruiting for a Service and Repair Support Specialist I (SRSS) to join our MedTech Surgery business located at our Cincinnati, OH site.

#Li-Hybrid

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

OVERVIEW:

The Service and Repair Support Specialist I (SRSS) is responsible for responding to inquiries from internal collaborative partners and resolving questions/requests regarding capital equipment and/or Service & Repair Database. The SRSS I is also accountable for maintaining a high level of satisfaction among internal collaborative partners through timely and accurate responses. Responsibilities include ensuring all assets in the service database are accurate, recertifying OUS centers, and disseminating information to centers as necessary.

As a member of the SRSS team, the SRSS I will have primary responsibilities but will also provide coverage for other team members when required, including activities related to billing, contracts, agreements, annual reviews, asset management, reporting, team metrics, revising procedures in the appropriate PLM system, audits, and other duties described below.

The SRSS I will engage with various partners, including but not limited to Customer Service, Customer Quality, Sales, Marketing, R&D, Global Supply Chain organizations as well as Affiliate businesses on processes and procedures to ensure alignment in meeting the needs of the organization and the customer.

DUTIES & RESPONSIBILITIES:

Under general direction and in accordance with all applicable federal, state and local laws/regulations and Corporate Johnson & Johnson, procedures and guidelines, this position:

• Completes daily tasks within Medical Device Service and Repair (MDS&R) database.
• Documents and follows up on customer repairs regarding billing, shipping delays and products.
• Distributes customer inquiries regarding orders, changes, cancellations, delivery dates, application of products, and pricing.
• Generates routine correspondence to secure additional customer (internal and external) information or resolve customer/service center inquiries.
• My organize meetings between staff and other stakeholder to address and/or resolve Service and Repair issues or concerns.
• Distributes customer surveys, compiles results and summarizes customer feedback data.
• Works with Service & Repair Support technicians when necessary to locate missing, or blindshipments; when applicable.
• If necessary, works with Buyer Planner on orders for replacement parts and/or for correcting errors such as shipment of wrong item or shortages as directed.
• May contact  global service centers to advise them of shipment delays and/or collect information necessary to process orders.
• Responsible for advancing and communicating business-related issues or opportunities to management
• Responsible for ensuring personal and Company compliance with all Federal, State, local, and Company regulations, policies, and procedures
• Other responsibilities may be assigned and not all responsibilities listed may be assigned

EXPERIENCE AND EDUCATION

• Minimum of a BA required with advanced degree or equivalent in applicable field preferred
• Experience working in a regulated environment, highly preferred
• 5+ years performing cross-functional or multi-disciplinary assignments, preferred
• 2+ years of experience providing service for medical devices is preferred
• Experience working on a Global scope is preferred
• Experience in warehousing, distribution, operations, manufacturing, supply chain, or logistics is preferred.
• Experience within a Customer Service function is preferred
• Knowledge of GMP (Good Manufacturing Practices) / ISO (International Organization for Standardization) are preferred
• Knowledge of EHS (Environmental Health and Safety) regulations preferred
• Systems applications knowledge preferred
• Quality experience preferred

 

KNOWLEDGE, SKILLS, ABILITIES, CERTIFICATIONS/LICENSES and AFFILIATIONS

• Problem analysis & resolution skills
• Strong Technical and project leadership skills
• Demonstrated initiative, creativity, and assertiveness
• Ability to use influence and motivational techniques to lead process improvements with multi-functional teams
• Ability to communicate effectively to different organizational levels
• Conflict management skills
• Strong coaching, mentoring, and people development skills
• Ability to work independently, with only occasional guidance
• The ability to work effectively in a team environment
• The ability to make effective management level presentations, and write formal reports dealing with departmental metrics

Benefits Summary:

• 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 (401(k)).

• 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

Additional information can be found through the link below!

https://www.careers.jnj.com/employee-benefits

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.

 

Required Skills:

 

 

Preferred Skills:

Accelerating, Analytical Reasoning, Applications Support, Business Behavior, Communication, Customer Centricity, Customer Experience Management, Customer Retentions, Customer Service, Customer-Support, Customer Support Operations, Customer Support Trends, Data Analysis, Execution Focus, Issue Escalation, Product Knowledge, Service Request Management, Technical Support

 

 

The anticipated base pay range for this position is :

$65,000.00 - $104,650.00

Additional Description for Pay Transparency:

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.