Specialist, Logistic & Technical Support | Remote | Depuy Spine Limited Partnership

DePuy Spine Limited Partnership, a member of the Johnson & Johnson Family of Companies, is currently recruiting for a Specialist, Logistic & Technical Support. Position is remote based within the US.

DePuy Synthes, part of the Johnson & Johnson Medical Devices Companies, provides one of the most comprehensive orthopedics portfolios in the world. DePuy Synthes solutions, in specialties including joint reconstruction, trauma, craniomaxillofacial, spinal surgery and sports medicine, are designed to advance patient care while delivering clinical and economic value to health care systems worldwide. For more information, visit www.depuysynthes.com .

Overall Responsibilities

Perform customer-facing activities such as order creation for spare parts, exchanged equipment, and other determined responsibilities within multiple supported systems. Skillfully execute complex orders, billing, service/sales order management activities, as well as the efficient/effective handling and resolution of escalated issues and inquiries. Support initial complaint intake and required functions in multiple business when appropriate. Collaborate with cross functional teams to support logistical and technical needs.

Position Duties & Responsibilities

• Collaborate with the distribution center, warehouses, internal departments such as Sales, Asset Management, Commercial and Franchise Marketing groups, and Health Care Compliance on all equipment needs and related issues.
• Contribute to and promote harmony, growth, and teamwork within the organization.
• Maintain a high level of customer satisfaction relative to telephone support, training, and onsite support.
• Assist with making day-to day business decisions that impact work area by analyzing situations, considering alternative solutions, and reaching conclusions that are in alignment with company regulations and policies.
• Maintain a positive working relationship with all external and internal customers and maintains open, proactive communications with key business partners and leadership.
• Document calls in accordance with company guidelines and regulatory requirements.
• Act as a customer advocate to represent customer needs internally. Assure that issues identified by customers are appropriately addressed during training.
• Provide service complaint management to achieve a “close-loop” resolution process for the customer, while following department SOPs and SOX requirements.
• Determine level of complexity of calls and escalates as necessary to achieve maximum first-time resolution. Deliver excellent customer experiences.
• Evaluate customer needs and recommends measures to avoid future issues.
• Meet or exceed individual performance metrics established by management in support of exceptional customer experience and exemplifies the J&J Global Leadership Profile and our Credo.
• Assist in supporting all personnel on department procedures and to assure complete understanding of assigned responsibilities and guides other departments.

Qualifications

• Demonstrated knowledge of capital equipment service operations preferred.
• Vocational, Certificate, Technical and/or Associate’s Degree is required. Bachelor’s degree in a technical or business area is preferred.
• Communicates effectively with upper-level management and works collaboratively with cross-functional business partners are required.
• Experience within Johnson & Johnson’s Customer Service, Technical Support and/or Product Support functions is very beneficial.
• Strong Microsoft Office (Word, Excel, and Outlook) and internet navigation skills is required.
• Experience with ERP systems SAP and/or SalesForce based CRM is required.
• Advanced Excel (including VLOOKUPS and Pivot Tables) is highly preferred.
• Minimum of two (2) years related work experience required.
• Working experience in a dynamic customer service, real-time environment, ensuring achievement of competing priorities and deadlines is preferred.
• Proficient verbal and written communication skills is required.
• Up to 10% travel is required.
• Demonstrated knowledge of technical troubleshooting principles and technical service operations practices and procedures is required.
• Business knowledge of related franchises such as Global Orthopedics or Medical Device is beneficial.

The anticipated base pay range for this position is $60,000 to $96,600.

For more information on how we support the whole health of our employees throughout their wellness, career, and life journey, please visit www.careers.jnj.com .

Johnson & Johnson Family of Companies are equal opportunity employers, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by law.