This role supports Service & Repair operations by enablingaccurate, efficient, and technology‑enabled customer service processes. TheProfessional,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 operationsand reportsinto the DePuy Synthes Technology organization.

Key Responsibilities

• Support service and repair operations bymaintainingaccuraterecords 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 servicerelatedsystemor process issues.

• Lead the application of AI, advanced analytics, and automation to modernize commercial platforms, enhancing customer engagement, pricing and revenueoptimization, anddatadrivendecisionmakingwhile 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.

• Assistwith 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

• Bachelors degreerequired, preferably in Information Systems, Business, Operations, Supply Chain, Engineering, ora relatedfield.

Experience and Skills

Required

• 2-4years 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 ofservice & repair workflows, customer service operations, and crossfunctional business processes; strong attention to detail and data accuracy.

• Demonstrates accountability, collaboration, and a willingness to learn;communicateseffectively with crossfunctional partners and supports teamobjectives.

• 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 fastpaced 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/workorder systems.

• Familiarity with process improvement methodologies and servicerelated performance metrics (KPIs).

• Ability to proactivelyidentifyissues, suggest improvements, and collaborate with peers or junior team members.

• Experience working in crossfunctional or matrixed environments.

Other

• Language: Englishproficiencyrequired.

• Travel: Minimal travel may berequired(generally lessthan 10%, primarily domestic).

• Certifications: IT, data, or service management certifications are preferred but notrequired.