Service Operations Support

Johnson & Johnson Innovative Medicine; Danvers (MA); On-site; USD 66,000 - 106,000; Full time

Benefits offered by this job

401(k) plan

Medical, dental, vision benefits

Bonus program

Job summary

Johnson & Johnson Innovative Medicine in Danvers, MA is seeking a Field Service Operations Support to ensure flawless execution of service contracts within ERP and CRM systems. You will assist the Operations team and coordinate with field staff to guarantee timely service delivery for the Danvers depot.

The role requires a BS/BA in Business or Healthcare, at least one year of customer service experience, and strong communication skills.

Qualifications

• BS/BA in Business or Healthcare discipline.
• At least one year of work experience with a customer‑service focus.
• Positive, organized and detail oriented.
• Excellent written and oral communication with strong customer service.
• Ability to execute and prioritize tasks with minimal supervision.
• Able to interact cross‑departmentally and with external customers.
• Knowledge of regulatory guidelines pertaining to medical devices.

Responsibilities

• Actively participate in contract reviews and ensure accurate documentation before acceptance and entry.
• Ensure real‑time entry of service agreements post‑execution to meet month‑end deadlines.
• Forecast service needs and monitor outstanding agreements for on‑time delivery.
• Assist with return of products requiring preventative maintenance or Field Change Notices.
• Update and enhance service operation instructions as products/CRM/ERP evolve.
• Support retrieval of service loaners and ancillary needs.
• Assist with scalability for current and future products.
• Support testing of new business integration projects.

Skills

Customer service

Communication

Attention to detail

Time management

Cross‑functional collaboration

Regulatory knowledge

Education

BS/BA Business or Healthcare

Tools

SAP

Salesforce

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.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:

Customer Service Operations

Job Category:

Business Enablement/Support

All Job Posting Locations:

Danvers, Massachusetts, United States of America

Job Description:

We are searching for the best talent for Service Operations Support.

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.

The Field Service Operations Support will assist team in multiple areas within the Operations department and will be responsible for flawless execution of service contracts into ERP and CRM systems as they pertain to service revenue and service delivery. They will also be responsible for working with the service teams to ensure the timely and accurate delivery of service execution for the Danvers service depot for all required preventative maintenance by following up with customers and field team to ensure meeting contracted Service deliverables. Other duties will include support for service-related activities described below.

Principal Duties and Responsibilities:

• Actively participate in contract reviews to ensure accurate documentation prior to contract acceptance and entry
• Work with Service Operations Team to ensure real time entry of service agreements post execution from customer to meet month end deadlines
• Determine and report on service forecasting as it pertains to outstanding service agreements and meeting on time delivery of service
• Assist with return of product in need of required preventative maintenance/Field Change Notices as needed to ensure on time delivery of service
• Monitor, update and enhance work instructions for service operations as new products come to market and enhancements are made to existing CRM, ERP and Service systems
• Support service operations team with retrieving service loaners at conclusion of service or ancillary need
• Support of service operations activities to ensure scalability of current and future products
• Support Business Process Leader for testing of new business integration projects
• Support Operations & Finance Teams with Service Aging follow ups as needed

Required Qualifications:

• BS/BA Business or Healthcare discipline
• Work Experience at least one year, customer service focused
• Positive attitude, well organized, and detail oriented
• Excellent communication (both written and oral) & strong customer service skills
• Execute and prioritize tasks in a timely manner with minimal supervision
• Able to interact well cross-departmentally and with external customers
• Knowledgeable with regulatory guidelines pertaining to medical device

Preferred Qualifications:

• SAP and Salesforce knowledge preferred

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, please contact us via https://www.jnj.com/contact-us/careers or contact AskGS to be directed to your accommodation resource.

The anticipated base pay range for this position is: $66,000 - $106,000.

Employees and/or eligible dependents may be eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401k). Employees may be eligible for 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. 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. Employees and/or eligible dependents may be eligible to participate in the Company sponsored employee benefit programs: medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance. For additional general information on Company benefits, please go to: - https://www.careers.jnj.com/employee-benefits

Johnson & Johnson: Changing health for humanity

We’re building a world where complex diseases are prevented and cured, treatments are smarter and less invasive—and solutions are personal.

Preferred Skills:

Agility Jumps, Communication, Continuous Improvement, Data Processing, Demand Forecasting, Detail-Oriented, Distribution Management, Document Management, Execution Focus, Issue Escalation, Order Management, Proactive Behavior, Process Oriented, Strategic Supply Chain Management, Supply Chain, Transportation Management, Transportation Management Systems (TMS), Transportation Security