Service Operations Support
Johnson & Johnson Innovative Medicine
Summary
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.
Job description
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
Requirements
- 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
- SAP and Salesforce knowledge preferred
Benefits
- Medical, Dental & Vision
- Life Insurance
- Short-term Disability
- Long-term Disability
- Business Accident Insurance
- Group Legal Insurance
- Pension Plan
- 401(k) Savings Plan
- Long-term Incentive Program
- Vacation
- Sick Time
- Holiday Pay
- Floating Holidays
Company overview
Johnson & Johnson Innovative Medicine is the pharmaceutical division of Johnson & Johnson, leading the way in medical innovation with a relentless focus on bringing transformational treatments to patients worldwide. The company applies rigorous science and compassion to address the most complex diseases of our time, developing groundbreaking medicines across key therapeutic areas including oncology, immunology, neuroscience, and cardiopulmonary medicine. With deep expertise and global reach, Johnson & Johnson Innovative Medicine reimagines how devastating diseases are treated and cured, delivering hope and better care for millions of patients and their families. The organization pioneers the path from laboratory research to clinical application, championing patients every step of the way while maintaining an unwavering commitment to scientific excellence and patient-centered innovation.