Job Function:
Customer Management

Job Sub Function:
Customer Service Operations

Job Category:
Professional

All Job Posting Locations:
New Brunswick, New Jersey, United States of America, Raynham, Massachusetts, United States of America, West Chester, Pennsylvania, United States of America

Job Description:

DePuy Synthes is recruiting for a Quality/Compliance Analyst - Customer Service, located in New Brunswick, NJ, West Chester, Pennsylvania, and Raynham Ma. Remote locations may be considered.

This role is responsible for executing and supporting regional operations in the areas of Document Management, Quality, Compliance, and SOX Reporting and for providing superior advisory and analytical support to internal and external customers enabling the compliant execution of critical customer focused operations.

Key Responsibilities:

Day-to-Day Activities: 70%

• Support and continually work within the parameters established by a risk-based Quality Management System framework.

• Serve as the Customer Service (CS) Subject Matter Expert (SME) regarding SOX financial reporting, Quality and Compliance.

• Benchmark internally and externally, regionally and globally, to gather, share, and implement standard methodologies accordingly.

• Assist CS Senior Leaders with development and implementation of organizational and strategic plans designed to improve efficiency of department processes, using technology and other platforms to standardize, leverage and/or eliminate manual interactions wherever possible.

• Lead and manage projects related to broader Supply Chain initiatives, as required.

• Your Key Performance Indicators for this role include on-time completion/compliance with SOX reporting.

• Support change management strategies by applying change management principles and tools

• Support the development and maintenance of internal resources to provide accurate SOX financial, Quality and Compliance information.

Day-to-Day Activities: 10%

• Provide CS Quality & Compliance expertise on applicable projects.

• Lead and/or support key departmental/cross-functional/cross-sector projects, as assigned, by developing and utilizing in-depth knowledge of business processes and systems, as well as project management skills.

• Use continuous improvement tools and methodology, including Process Excellence, LEAN, and project management, to identify, evaluate, challenge, develop solutions, and optimize business processes that drive measurable improvement.

• Regularly communicate in all directions to keep associates, peers, and Management informed of project status, process changes, and opportunities.

• Drives / supports regional and global CS projects for the US region using FPX methodology, tools and best practices. Conducts lessons learned post-implementation and identifies opportunities to continuously improve.

Dat-to-Day Activities: 10%

• Support documentation management, Quality, and Job Function Curriculum (JFC).

• Support with managing departmental/Regional Change Control documentation and deliverables to ensure the on-time completion.

• Support with the on-time completion of Annual Training Record Review (ATRR) and lead on-time completion of controlled document periodic review.

• Support with Key Performance Indicators for On-Time Periodic Review.

• Support with development, implementation, and evaluation of metrics with meaningful insights for customer service in the areas of Document Management.

Day-to-Day Activities: 10%

• Complete required compliance/assigned training by required due date.

• All duties as assigned by manager and/or supervisor.

Qualifications

Education

• Required: Bachelor's degree in Quality, Engineering, Supply Chain, Life Sciences, Business, or a related field.

• Preferred: Coursework or concentration in Quality Management, Regulatory Affairs, or Operations.

Experience and Skills

Required:

• 2 to 4 years work experience in relevant Quality, Compliance, or Supply Chain position within a regulated, fast-paced business environment required

• Work experience in Quality, Compliance, Document Management/Control, Technical Writing, or Supply Chain

• Ability to analyze basic data and identify trends to support continuous improvement.

• Proficiency with standard office and data tools (e.g., Microsoft Office).

• Demonstrated time management skills with consistent track record to handle multiple competing priorities/deadlines, ability to act with a sense of urgency, and deliver expected/exceeding results

Preferred:

• Experience in a medical device, pharmaceutical, or other regulated industry.

• Exposure to audits, CAPA, change management, or supplier quality activities.

• Familiarity with Lean, Six Sigma, or continuous improvement methodologies.

• Experience supporting global or multi-site operations.

• Ability to work effectively in cross-functional teams.

• Effective written and verbal communication skills.

• Strong attention to detail and ability to manage documentation accurately.

Other:

• Language: English (required).

• Travel: Up to 10% domestic and/or international, as needed.

• Certifications: Quality-related certifications (e.g., ASQ) preferred, not required.

Johnson & Johnson announced plans to separate our Orthopaedics business to establish a standalone orthopaedics 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.

Required Skills:

Preferred Skills:
Analytical Reasoning, Business Behavior, Customer Centricity, Customer Intelligence, Customer Service Philosophy, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Data Analysis, Execution Focus, Issue Escalation, Mentorship, Order Processing, Service Excellence, Service Request Management

The anticipated base pay range for this position is :
117,000 - 65,000 USD

Additional Description for Pay Transparency:
Subject to the terms of their respective plans, employees are eligible to participate in the Company's consolidated retirement plan (pension) and savings plan (401(k)). Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off benefits: • Vacation -120 hours per calendar year • Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado -48 hours per calendar year; for employees who reside in the State of Washington -56 hours per calendar year • Holiday pay, including Floating Holidays -13 days per calendar year • Work, Personal and Family Time - up to 40 hours per calendar year • Parental Leave - 480 hours within one year of the birth/adoption/foster care of a child • Bereavement Leave - 240 hours for an immediate family member: 40 hours for an extended family member per calendar year • Caregiver Leave - 80 hours in a 52-week rolling period10 days • Volunteer Leave - 32 hours per calendar year • Military Spouse Time-Off - 80 hours per calendar year For additional general information on Company benefits, please go to: - https://www.careers.jnj.com/employee-benefits