Analyst, Customer Support

Johnson & Johnson • Irvine, CA

1d • Onsite

About The Position

The Analyst supporting Johnson & Johnson Med Tech – Electrophysiology (EP) is the liaison between Customer Support and the BWI Commercial organization in the coordination & execution of EP 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; support teams and projects within and across departments and functions; adapts and implements changes quickly with high accuracy.

Requirements

• Bachelor’s degree; preferred fields include Business, Marketing, Finance, or related areas.
• Minimum 3+ years of progressive experience in Customer Service/Support, Sales Support, or Program Management, ideally within medical device, life sciences, or regulated industries.
• Experience with capital equipment order processing and coordination of fulfillment activities.
• Proficiency with ERP/CRM systems (JDE, SAP, Salesforce) and subscription platforms.
• Strong written and verbal communication skills; analytical, problem‑solving, and critical‑thinking abilities.
• Ability to work independently while thriving in a collaborative team environment.
• Proven ability to manage multiple priorities, meet deadlines, and adapt in a dynamic environment.
• Experience supporting cross‑functional teams and navigating operational complexity.

Nice To Haves

• Familiarity with commercial contracting, compliance frameworks, and MedTech order management processes.

Responsibilities

• Partner with cross‑functional teams—including Marketing, Sales, Contracts, Technical Services, HCC, Legal, Finance, Supply Chain, and Distribution—to support and enhance commercial programs.
• Execute timely and accurate order management processes with JJHCS, covering capital equipment, software, services, third‑party equipment, and disposables.
• Support multiple projects through documentation updates, scope management, priority handling, and timely execution of deliverables.
• Promote adherence to HCC, Legal, and SOX requirements, updating relevant policies and collaborating with internal experts.
• Contribute to goal setting, personal development planning, and broader departmental initiatives; take on additional projects as needed.
• Support execution of commercial deployment strategies and collaborate across stakeholder groups to meet evolving business needs.
• Perform other duties as assigned.

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 period
• 10 days Volunteer Leave – 32 hours per calendar year
• Military Spouse Time-Off – 80 hours per calendar year

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level