Job Function:
Customer Management
Job Sub Function:
Customer Service Operations
Job Category:
People Leader
All Job Posting Locations:
Danvers, Massachusetts, United States of America
Job Description:
About MedTech
Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.
Your unique talents will help patients on their journey to wellness. Learn more at
We are searching for the best talent for Sr. Analyst ServiceOps.
Purpose: Provide support by creating and maintaining dashboard of key metrics related to service deliverables including but not limited to the following: on-time service, complaints monitoring, loaner tracking, cycle time, inbound and outbound shipments, courtesy loaner tracking and monitoring. The analyst will work with service management to determine key areas that need increased efficiency to manage growth expected in the market. They will also be responsible for working with the service operations team to ensure the timely and accurate reporting of service execution for the Danvers service depot for all required preventative maintenance, product upgrades and new product service implementation. Other duties will include support for service-related activities described below.
You will be responsible for:
Build report showing progress against each open product upgrade (FCN) per the guidelines and timeliness established by the Program Team
· Build report on service forecasting and completion
· Develop CRM tools to ensure timely scheduling and return of product in need of required preventative maintenance/FCN's
· Report on site configuration compatibility for software, hardware and firmware. Coordinate activities related to ensure site compatibility
· Create process for automating inbound and outbound reporting of expected shipments of customer and loaner consoles.
· Support of service operations activities to ensure scalability of current and future products
· Manage open service needs to ensure timely service, returns and loaner availability
· Maintain or develop a tool to efficiently track current status of customer service activity
Required Qualifications:
· Bachelor’s Degree or Associate’s Degree required
· A minimum of 5-8 years similar experience
· Positive attitude, well organized, and detail oriented
· Excellent communication (both written and oral) & strong customer service skills
· Execute tasks in a timely manner with minimal supervision
· Able to prioritize tasks
· Able to interact well cross-departmentally and with external customers
· Knowledgeable with regulatory guidelines pertaining to medical device
Preferred Qualifications:
· Large MRP system knowledge desired, SAP
· 5-years experience of Salesforce desired
Required Skills:
Preferred Skills:
Communication, Continuous Improvement, Customer Centricity, Customer Engagement, Customer Relationship Management (CRM), Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Execution Focus, Problem Solving, Process Optimization, Quality Services, Service Excellence, Standard Operating Procedure (SOP), Technical Support
The anticipated base pay range for this position is :
$79,000.00 - $127,650.00
Additional Description for Pay Transparency:
This position is eligible to participate in the Company’s long-term incentive program.
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
