COMPLAINTS ANALYST TECHNICIAN II (TEMPORARY 12 MONTHS)

Johnson & Johnson Co.; México; On-site; MXN 260,000 - 380,000; Full time

Job summary

Johnson & Johnson's MedTech division in Ciudad Juarez seeks a Complaints Analyst Technician II (Temporary 12 months) to investigate customer complaints and perform product analysis in line with Quality processes.

The ideal candidate will balance administrative tasks with hands-on operations, possess basic English, and show initiative, adaptability, and a proactive mindset to support regulatory compliance and continuous improvement.

Qualifications

• Experience with quality processes and failure analysis.
• Knowledge of inventory management and continuous improvement is preferred.
• Good communication and ability to work with cross-functional teams.

Responsibilities

• Investigate customer complaint root causes and document findings.
• Coordinate meetings to report failures and implement corrective actions with PET/manufacturing teams.
• Ensure compliance with Johnson & Johnson Quality System and external regulatory standards.

Skills

Collaboration

Communication

Problem solving

Detail‑Oriented

Documentation

Office admin

Process improvement

Education

High School diploma or technical graduate

Job description

Job Function

Supply Chain Deliver

Job Sub Function

Warehouse & Distribution

Job Category

Business Enablement/Support

All Job Posting Locations

Ciudad Juarez, Chihuahua, Mexico

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 Cardiovascular 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 Cardiovascular? Ready to join a team that’s reimagining how we heal? Our Cardiovascular team develops leading solutions for heart recovery, electrophysiology, and stroke. You will join a proud heritage of continually elevating standards of care for stroke, heart failure and atrial fibrillation (AFib) patients. Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

Position Title

Complaints Analyst Technician II (Temporary 12 months)

Purpose

Principal responsible for product analysis according to Customer Quality Process. Prioritize hands‑on, proactive candidates with exposure to Quality, failure analysis, inventory management and continuous improvement. The ideal profile should be comfortable combining administrative tasks with material handling and operational support. Basic English is acceptable, while positive attitude, willingness to learn, adaptability and a highly energetic mindset will be key differentiators.

Responsibilities

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

• Responsible for customer complaint root cause investigation.
• Understand basic principles, theories, concepts and techniques related to customer complaints.
• Responsible for coordinating meetings to report potentially related failures to manufacturing, implement corrective and preventive actions, consult with personnel from other departments such as the Production and Manufacturing (PET) team to discuss and solve problems.
• Ensure compliance with policies and procedures of the company's Quality System, as well as applicable external requirements and standards, including FDA, ISO 13485, CMDCAS, PMDA and other global regulatory agencies, Environmental, Health and Safety practices, and other medical devices standards for Johnson & Johnson.
• Responsible for ensuring staff and company’s compliance with federal, state and local Environmental, Health and Safety regulations, policies and procedures.
• Product analysis of other departments, if needed.
• Responsible for tracking, receiving and shipping of the products.
• Responsible for communicating business related issues or opportunities to the next management level.
• For those who supervise or manage a staff, responsible for ensuring that subordinates follow all Company guidelines related to Health, Safety and Environmental practices and that all resources needed to do so are available and in good condition, if applicable.
• Responsible for ensuring personal and Company compliance with all Federal, State, local and Company regulations, policies, and procedures.
• Coordinate scrap activities for customs department compliance.
• Responsible for communicating business related issues or opportunities to the next management level.

Qualifications / Requirements

• 2 – 4 years (any area) English preferably 25%-50% High School graduate / technical graduate, or equivalent.
• Ideally 25- 50% Work Experience 2 – 4 years (any area) of college/ bachelor’s degree and related work experience.
• Excellent problem solving and decision‑making abilities.
• Microsoft Office handling.
• Communication skills that allow effectively working at different levels and teams.
• Product, equipment and process validation knowledge.
• Medical device work experience or pharmaceutical field preferably.
• Previous exposure to Quality processes, failure analysis, inventory management and/or continuous improvement is preferred.
• Willingness and ability to perform both administrative and hands‑on operational activities, including material handling, moving boxes and distributing parts/materials to Engineering teams.
• Positive attitude, proactive mindset, adaptability and strong willingness to learn are highly valued for this position.
• Ability to work in a dynamic environment and provide hands‑on support based on day‑to‑day operational needs.

Required Skills

• Collaboration
• Communication
• Continuous Improvement
• Demand Forecasting
• Detail‑Oriented
• Distribution Management
• Distribution Resource Planning (DRP)
• Document Management
• Execution Focus
• Materials Handling
• Office Administration
• Order Management
• Process Oriented
• Project Administration
• Strategic Supply Chain Management
• Transportation Management
• Warehouse Management

Preferred Skills

• Collaboration
• Communication
• Continuous Improvement
• Demand Forecasting
• Detail‑Oriented
• Distribution Management
• Distribution Resource Planning (DRP)
• Document Management
• Execution Focus
• Materials Handling
• Office Administration
• Order Management
• Process Oriented
• Project Administration
• Strategic Supply Chain Management
• Transportation Management
• Warehouse Management

Company Culture & Policies

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/.

Our Credo calls on us to respect the dignity of every individual and create an environment for all people to thrive. Throughout the recruitment process - from application through hiring - we are committed to providing reasonable accommodations/adjustments for qualified candidates with disabilities. If you need support at any stage of the recruitment process, please complete our candidate accommodation request form so we can assist you.

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