SENIOR ANALYST, CUSTOMER SUPPORT | IRVINE, CA

Johnson & Johnson is recruiting for a Senior Analyst, Customer Support to join our Electrophysiology Team.
This position is located in Irvine, CA as strongly preferred.
Will consider other J&J MedTech work locations within the continental US for the ideal candidate.
About Johnson & Johnson 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 https://www.
nj.
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For more than 130 years, diversity, equity & inclusion (DEI) has been a part of our cultural fabric at Johnson & Johnson and woven into how we do business every day.
Rooted in Our Credo, the values of DEI fuel our pursuit to create a healthier, more equitable world.
Our diverse workforce and culture of belonging accelerate innovation to solve the world’s most pressing healthcare challenges.
We know that the success of our business – and our ability to deliver meaningful solutions – depends on how well we understand and meet the diverse needs of the communities we serve.
Which is why we foster a culture of inclusion and belonging where all perspectives, abilities and experiences are valued and our people can reach their potential.
At Johnson & Johnson, we all belong.
POSITION SUMMARY The Senior Analyst supporting the Electrophysiology Team is the liaison between Customer Support and the Electrophysiology Commercial organization in the development, coordination, & execution of Electrophysiology commercial programs (including but not limited to hardware, software, service purchase promotions, third party capital programs, evaluation and rental programs) to accelerate growth.
This individual is responsible for order and program execution, tracking and analysis of data, report preparation and delivery, as well as end-to-end business process review to identify and address opportunities for operational, financial, and technological improvements/efficiencies.
Responsibilities include providing subject matter expertise in the areas of order and program management and demonstrating detailed understanding of the business to support commercial objectives, strategy, and current programs and pathways.
This individual must demonstrate the following behaviors in their role.
demonstrated customer comes first mentality; function independently on a day-to-day basis; embraces teamwork with team-oriented personality; proactively seek resolution of problems; assume leadership roles on teams and projects within and across departments and functions; adapts and implement changes quickly.
KEY RESPONSIBILITIES Under limited supervision and in accordance with all applicable federal, state, and local laws/regulations and Corporate Johnson & Johnson, procedures and guidelines, this position.
Collaborate cross-functionally with Commercial teams (Marketing, Sales, Contracts, Technical Services, HCC, Legal, Finance, Supply Chain, Distribution) to drive growth in commercial programs.
Deliver elite customer and field support on current Electrophysiology program offerings and tool preparation for customer presentations and meetings.
This includes but is not limited to the maintenance of databases such as SharePoint for use by field sales associates, posting tools, tracking and updating tools, and pricing matrices for new product offerings.
Implement order management process with Johnson & Johnson Health Care Systems (JJHCS) business partners to ensure timely order entry accuracy and efficiency on all capital equipment hardware, software, and service, third party equipment, and relevant disposables orders.
Develop, maintain, and use monthly dashboards, trackers, and/or metrics that drive impactful, continuous improvement in support of the business strategy and to ensure compliance with all program policies and guidelines.
Monthly and quarterly reporting and presentation of program analytics to cross-functional management teams.
Lead or participate in multiple projects by completing and updating project documentation; managing project scope; resolving daily priorities; ensuring efficient and timely delivery of project tasks; and maintaining third-party relationships.
Champion knowledge of applicable HCC, Legal, and SOX requirements through updating policies and liaison with appropriate experts/leaders within J&J.
Develop goals & objectives and personal development plans.
Perform additional related duties and take on additional projects as required.
Support ongoing development and implementation of Commercial deployment strategies.
Responsible for ensuring personal and company compliance with all federal, state, local, and company regulations, policies, and procedures.
Understand and navigate the needs and expectations of multiple partners.
Performs additional duties assigned as required.
Qualifications Required.
Bachelor’s degree in Business, Finance, Sales & Marketing, Contracting, or related field.
A minimum of 5 years dynamic experience in Customer Service / Sales & Marketing Support, preferably in the medical device industry or an FDA-regulated industry.
Very strong computer skills and knowledge of various ERP systems such as JDE, SAP or equivalent ERP system, Salesforce.
om, or equivalent CRM solution.
Excellent written, oral, and presentation skills (Word and PowerPoint).
Advanced Excel skills required including dashboard creation, v-lookup and pivot tables.
Strong analytic skills, problem solving/improvement and critical thinking mentality.
Proven leadership skills, including the ability to set goals and provide positive and constructive feedback respectfully to build positive relationships and improve team results.
Work self-sufficiently with minimal direction.
Work in a sophisticated team environment.
Ability to handle conflicting priorities and meet deadlines and deliverables.
Ability to present detailed data in a clear and concise manner.
Strong organizational skills and the ability to manage complexity.
Knowledge in contracting business processes.
Excellent interpersonal and negotiating skills.
Detailed oriented and adapts to changes promptly.
Ability to work collaboratively in a dynamic environment, building cross-functional partnerships to support customers.
May require up to 10% domestic travel.
This position is located in Irvine, CA as strongly preferred.
Will consider other J&J MedTech work locations within the US for the ideal candidate.
Preferred.
Knowledge of customer service, including order management activities with an understanding of the healthcare environment.
The anticipated base pay range for this position is $ to $.
The Company maintains highly competitive, performance-based compensation programs.
Under current guidelines, this position is eligible for an annual performance bonus in accordance with the terms of the applicable plan.
The annual performance bonus is a cash bonus intended to provide an incentive to achieve annual targeted results by rewarding for individual and the corporation’s performance over a calendar/performance year.
Bonuses are awarded at the Company’s discretion on an individual basis.
Employees and/or eligible dependents may be eligible to participate in the following Company sponsored employee benefit programs.
medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance.
Employees may be eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).
Employees are eligible for the following time off benefits.
Vacation – up to 120 hours per calendar year.
Sick time - up to 40 hours per calendar year.
Holiday pay, including Floating Holidays – up to 13 days per calendar year.
Work, Personal and Family Time - up to 40 hours per calendar year.
For additional general information on Company benefits, please go to.
https://www.
areers.
nj.
om/employee-benefits.
This job posting is anticipated to close on .
The Company may however extend this time-period, in which case the posting will remain available on https://www.
areers.
nj.
om to accept additional applications.
For more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit www.
areers.
nj.
om.
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.
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