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.
POSITION SUMMARY
The Senior Analyst supporting the Electrophysiology Team is the liaison between Customer Support and the Electrophysiology Commercial organization in the development, coordination, and 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.
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 will:
• 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.
• 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, 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.
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.com, 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.
• Ability to handle conflicting priorities and meet deadlines and deliverables.
• Strong organizational skills and the ability to manage complexity.
Preferred:
• Knowledge of customer service, including order management activities with an understanding of the healthcare environment.
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.
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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