Professional, Service & Repair

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

Job summary

Johnson & Johnson’s DePuy Synthes unit is recruiting for a Professional, Service & Repair, located in multiple US locations. You will enable accurate, efficient, and tech-enabled customer service processes, partnering with service teams, IT, and commercial stakeholders to ensure data integrity and continuous improvement.

You will apply AI, analytics, and automation to modernize platforms, support operations, and drive customer satisfaction across service operations.

Qualifications

• Experience with service management systems, CRM, ERP or related commercial tech is required.
• Ability to analyze basic datasets and generate reports.
• Understanding of service & repair workflows and cross‑functional business processes.
• Strong written and verbal communication; detail‑oriented and collaborative.

Responsibilities

• Maintain accurate records within service management, CRM, and related systems for customers, assets, orders, and repairs.
• Analyze routine service metrics to support reporting and improvement initiatives.
• Liaise between customer service, field service, IT, and commercial teams to resolve system or process issues.
• Lead the application of AI, analytics, and automation to modernize commercial platforms and enable data‑driven decisions.
• Provide operational support for service activities including order processing, repair tracking, and documentation.
• Assist with projects and process improvements across service & repair operations.
• Support compliance with internal quality, regulatory, and data integrity standards.

Skills

Service management systems

CRM platforms

ERP tools

Data analysis

Cross-functional collaboration

Communication

Education

Bachelor’s degree

Job description

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.

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

Technology Product & Platform Management

Job Sub Function

Technical Product Management

Job Category

Scientific/Technology

All Job Posting Locations:

Palm Beach Gardens, Florida, United States of America, Raritan, New Jersey, United States of America, Raynham, Massachusetts, United States of America, Warsaw, Indiana, United States of America, West Chester, Pennsylvania, United States of America

Job Description

DePuy Synthes is recruiting for a Professional, Service & Repair, located in Raynham, MA; Raritan, NJ; West Chester, PA; Palm Beach Gardens, FL; OR Warsaw, IN.

This role supports Service & Repair operations by enabling accurate, efficient, and technology‑enabled customer service processes. The Professional, 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. The role plays a meaningful part in improving operational performance and customer satisfaction across DePuy Synthes service operations and reports into the DePuy Synthes Technology organization.

Key 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.

Qualifications

Education

• Bachelor’s degree required, preferably in Information Systems, Business, Operations, Supply Chain, Engineering, or a related field.

Required

Experience and Skills

• 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 detail and data accuracy.
• Demonstrates accountability, collaboration, and a willingness to learn; communicates effectively with cross‑functional partners and supports team objectives.
• 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.

Preferred

• Experience supporting service & repair, field service, customer operations, or commercial technology teams in a regulated or medical device environment.
• Exposure to service analytics, data visualization tools, or ticketing/work‑order systems.
• Familiarity with process improvement methodologies and service‑related performance metrics (KPIs).
• Ability to proactively identify issues, suggest improvements, and collaborate with peers or junior team members.
• Experience working in cross‑functional or matrixed environments.

Other

• Language: English proficiency required.
• Travel: Minimal travel may be required (generally less than 10%, primarily domestic).
• Certifications: IT, data, or service management certifications are preferred but not required.

Johnson & Johnson announced plans to separate our Orthopedics business to establish a standalone orthopedics 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.

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

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, Software Development Life Cycle (SDLC), Software Development Management, Stakeholder Management, Technical Credibility, Technical Writing, Technologically Savvy

Preferred 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, Software Development Life Cycle (SDLC), Software Development Management, Stakeholder Management, Technical Credibility, Technical Writing, Technologically Savvy

The anticipated base pay range for this position is : $94,000.00 - $151,800.00