Technical Service Analyst _ Medtech EP

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at jnj.com.

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function:

Customer Management

Job Sub Function:

Non-Technical Customer Service

Job Category:

Professional

All Job Posting Locations:

Guarulhos, São Paulo, Brazil

Job Description:

Overall purpose of job:

• Responsible for answering calls from internal and external customers, purchasing supplies necessary for the operation, coordinating shipments and dispatching equipment to customers.

Essential duties and responsibilities:

• Execute the daily call center activities, taking customer calls, processing/logging them in the system, and communicating/assigning a Field Service Engineer for the technical service in a timely and precise manner.
• Manages daily contact with customers, Field Service Engineers and Sales Reps/Pdt Specialist ensuring adequate communication and information flow of the customer service process.
• Maintains all records in accordance with regulatory requirements and calibration tools reports according to MD S&R requirements.
• Continuously benchmark assigned processes, focusing on market trends and customer needs to identify opportunities for process improvement and differentiated services.
• Interface effectively with Sales & Marketing, Regulatory Affairs, Health Care Compliance, Supply Chain, Quality, IT, HR, and Finance to manage cross functional processes and resolve issues impacting areas of responsibility.
• Responsible for Customer Service Contract Administration, which includes financial and profitability analysis, pricing, quotation, invoicing, upgrades, renewals, and promotion.
• Create monthly dashboard and guide cluster leaders into this report to get information to take decisions.
• Be our Subject Matter Expert in MD S&R to provide reliable reports regarding our operation.
• Supporting other members of Customer Care Center in Latam countries (Chile, Colombia and Mexico).
• Performs other duties assigned as needed.
• Responsible for maintaining and managing all assigned company assets that may include but are not limited to:  Tools, parts inventory, company vehicle, computer & accessories.
• Completes required trainings for supported products and processes.
• Administrate spare parts inventory.
• Completes required trainings for supported products and processes.
• Acts as customer advocate to represent customer needs internally
• Identifies root cause(s) utilizing comprehensive diagnostic processes and takes appropriate corrective action adhering to defined Complaint Handling Process.
• Open and handle Quality issues when needed.

Job Requirements

Essential knowledge and skills:

Experience and Education:

• Bachelor’s degree in Administration/Engineering discipline with 1-3 years of experience in related industry highly preferred.
• Academic qualification in Administration/Engineering or equivalent
• Knowledge of customer services principles, practices and procedures preferred
• Experience in the Medical Device Industry is preferred

Core competencies required for this role:

Required knowledge skills, abilities, certifications:

• English/Spanish verbal and written communication skills.
• Organization skills.
• Knowledge of Microsoft Office.
• Problem solving skills.
• Analysis and interpretation skills
• Results and performance driven
• Sense of urgency
• Knowledge of service management system is a plus
• Respect and apply safety rules and procedures at all times

 

 

Required Skills:

 

 

Preferred Skills: