Customer Care Analysts

Biopharma Careers; Santiago; Presencial; CLP 24.000.000 - 40.000.000; Jornada completa

Descripción de la vacante

Johnson & Johnson's DePuy Synthes division in Las Condes, Chile, seeks a Customer Care Analyst to support field service coordination, contracts, and invoicing. The role partners with engineers, commercial teams, and operations to ensure compliant service delivery and high customer satisfaction.

The ideal candidate holds a Bachelor’s degree and 4–6 years in customer service or related roles within regulated environments, with strong ERP/CRM and MS Office skills. Limited travel may be required.

Formación

• Bachelor’s degree in business administration, operations, supply chain, or related field is required.
• 4–6 years of experience in customer service, operations, or commercial support within regulated environments.
• Experience supporting field service, technical service, or commercial operations teams.

Responsabilidades

• Serve as the primary contact for customer service inquiries related to field service and commercial support.
• Coordinate and schedule field service requests with timely follow-up with engineers.
• Process service orders and contracts within internal systems accurately.
• Monitor order status and resolutions, addressing issues or delays proactively.
• Collaborate with Commercial, Supply Chain and Finance on invoicing and contract compliance.
• Maintain accurate customer and service data to ensure regulatory compliance.
• Prepare routine reports and service metrics for operational reviews.

Conocimientos

Customer Support

Customer Experience

Issue Escalation

Service Request

Technical Support

Documentation

Educación

Bachelor’s degree

Herramientas

ERP/CRM systems

Microsoft Office

Descripción del empleo

At Johnson & Johnson,we believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented, treated, and cured,where treatments are smarter and less invasive, andsolutions 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

Las Condes, Santiago,, Region Metropolitana de Santiago, Chile

Job Description

DePuy Synthes is recruiting for a Customer Care Analyst , located in Las Condes, Chile

Job Overview

The Customer Care Analyst plays a critical role in supporting DePuy Synthes customers by ensuring accurate, timely, and compliant coordination of field service activities. This role partners closely with Field Service Engineers, Commercial teams, and internal operations to manage service requests, contracts, and customer communications. The position directly impacts customer satisfaction, service efficiency, and business continuity by enabling high‑quality service delivery across the commercial organization.

Key Responsibilities

• Serve as the primary point of contact for customer service inquiries related to field service and commercial support activities.
• Coordinate and schedule field service requests, ensuring timely assignment and follow‑up with Field Service Engineers.
• Process service orders, service contracts, and related documentation accurately within internal systems.
• Monitor service performance, order status, and resolution timelines, proactively addressing issues or delays.
• Collaborate with Commercial, Supply Chain, and Finance teams to support invoicing , contract compliance, and customer billing inquiries.
• Maintain accurate customer and service data to ensure compliance with internal policies and regulatory requirements.
• Prepare routine reports and service metrics to support operational reviews and continuous improvement initiatives.
• Support process improvements that enhance customer experience and field service efficiency.

Qualifications

Education

Bachelor’s degree required , preferably in Business Administration, Operations, Supply Chain, or a related field.

Experience and Skills

Required

• Minimum 4-6 years of experience in customer service, operations, or commercial support roles within a corporate or regulated environment.
• Experience supporting field service, technical service, or commercial operations teams.
• Strong customer focus with the ability to manage multiple priorities and deadlines effectively.
• Proficiency with ERP/CRM systems and Microsoft Office tools (Excel, Outlook, Teams).
• Strong attention to detail and ability to maintain accurate records and documentation.
• Clear written and verbal communication skills with internal and external stakeholders.

Preferred

• Experience in the medical devices, healthcare, or life sciences industry.
• Prior exposure to service contracts, invoicing, or commercial order management.
• Experience working with cross‑functional teams in a matrixed organization.
• Knowledge of service performance metrics and continuous improvement practices.
• Familiarity with compliance‑driven or regulated business environments.

Other

• Languages: Spanish (fluent) required ; English (intermediate or higher) preferred.

Travel

Limited domestic travel may be required (up to 10%).

Certifications

None required .

Further Information

For more information on how we support the whole health of our employees throughout their wellness, career, and life journey, please visit www.careers.jnj.com .

DePuy Synthes Separation

Johnson & Johnson announced plans to separate our Orthopaedics business to establish a standalone orthopaedics company, operating as DePuy Synthes. The process of the planned separation is anticipated to be completed within 18 to 24 months, subject to legal requirements, including consultation with works councils and other employee representative bodies, as may be required, regulatory approvals and other customary conditions and approvals. Should you accept this position, it is anticipated that, following conclusion of the transaction, you would be an employee of DePuy Synthes and your employment would be governed by DePuy Synthes employment processes, programs, policies, and benefit plans. In that case, details of any planned changes would be provided to you by DePuy Synthes at an appropriate time and subject to any necessary consultation processes.

Equal Opportunity Employer

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.

#LI-Hybrid #DePuySynthesCareers

Required Skills

• Accelerating, Accountability, Applications Support, Communication, Customer Centricity, Customer Experience Management, Customer Retentions, Customer Support, Customer Support Operations, Customer Support Trends, Issue Escalation, Problem Solving, Process Oriented, Product Knowledge, Service Request Management, Technical Support, Technical Troubleshooting

Preferred Skills

• Accelerating, Accountability, Applications Support, Communication, Customer Centricity, Customer Experience Management, Customer Retentions, Customer Support, Customer Support Operations, Customer Support Trends, Issue Escalation, Problem Solving, Process Oriented, Product Knowledge, Service Request Management, Technical Support, Technical Troubleshooting