AI-Driven Service & Repair Operations Analyst

Antler; West Chester (Chester County); On-site; USD 94,000 - 152,000; Full time

Job summary

Johnson & Johnson's DePuy Synthes is recruiting for a Professional, Service & Repair role across multiple US locations. The position supports service & repair operations by enabling accurate, efficient, and technology-enabled customer service processes.

The role partners with service teams, field service engineers, IT, and commercial stakeholders to ensure service data integrity, system effectiveness, and continuous improvement of customer service experiences.

Qualifications

• Bachelor’s degree required, preferably in Information Systems, Business, Operations, Supply Chain, Engineering, or a related field.
• 2-4 years of relevant experience supporting customer service, service operations, IT systems, or commercial technology environments.
• Technical skills: Working knowledge of service management systems, CRM platforms, ERP tools, or related commercial/service technologies; ability to analyze basic datasets and generate reports.
• Understanding of service & repair workflows, customer service operations, and cross-functional business processes; strong attention to data accuracy.
• Strong written and verbal communication skills, with the ability to document processes and explain technical or operational issues clearly.
• Ability to manage multiple tasks under close supervision while meeting deadlines in a fast-paced service environment.

Responsibilities

• Support service and repair operations by maintaining accurate records within service management, CRM, and commercial technology systems (including customer, asset, entitlement, order, and repair data).
• Analyze routine service and repair metrics (e.g., turnaround time, backlog, service trends) to support operational reporting and improvement initiatives.
• Act as a liaison between customer service, field service, IT, and commercial teams to resolve service-related system or process issues.
• Lead the application of AI, advanced analytics, and automation to modernize commercial platforms, enhancing customer engagement, pricing and revenue optimization, and data-driven decision-making while driving scalable and compliant commercial execution across sales, marketing, and customer operations.
• Provide operational and administrative support for service activities, including order processing, repair tracking, and service documentation.
• Assist with the execution of projects, programs, and process improvements supporting service & repair operations.
• Support compliance with internal quality, regulatory, and data integrity standards related to service operations.
• Prepare and distribute routine service performance reports and dashboards for internal stakeholders.

Skills

Agile Product Development

Analytical Reasoning

Coaching

Collaboration

Competitive Landscape Analysis

Critical Thinking

Customer Alignment

Demand Forecasting

Human-Computer Interaction (HCI)

Organizing

Product Development

Product Improvements

Product Strategies

Requirements Analysis

Research and Development

SDLC

Software Development Management

Stakeholder Management

Technical Credibility

Technical Writing

Technologically Savvy

Education

Bachelor's degree

Job description

Johnson & Johnson's DePuy Synthes is recruiting for a Professional, Service & Repair role across multiple US locations. The position supports service & repair operations by enabling accurate, efficient, and technology-enabled customer service processes.

The role partners with service teams, field service engineers, IT, and commercial stakeholders to ensure service data integrity, system effectiveness, and continuous improvement of customer service experiences.