Service Operations Support

Johnson & Johnson Innovative Medicine•Danvers, MA

1d•$66,000 - $106,000•Onsite

About The Position

The Field Service Operations Support role assists the Operations department across multiple areas, with responsibility for accurately executing service contracts in ERP and CRM systems for service revenue and delivery. The role works with service teams to ensure timely and accurate service execution for the Danvers service depot, including required preventative maintenance, and follows up with customers and field teams to meet contracted service deliverables. Additional support includes service-related operations, business integration projects, and coordination with Operations and Finance.

Requirements

BS/BA in a business or healthcare discipline.
At least one year of customer-service-focused work experience.
Positive attitude, organization, and attention to detail.
Excellent written and oral communication and strong customer service skills.
Ability to execute and prioritize tasks in a timely manner with minimal supervision.
Ability to interact effectively across departments and with external customers.
Knowledge of regulatory guidelines pertaining to medical devices.

Nice To Haves

Knowledge of SAP and Salesforce.

Responsibilities

Participate in contract reviews to ensure accurate documentation before contract acceptance and entry.
Work with the Service Operations Team to enter executed customer service agreements in real time and meet month-end deadlines.
Determine and report service forecasts related to outstanding service agreements and on-time service delivery.
Assist with return of products requiring preventative maintenance or Field Change Notices to support on-time service delivery.
Monitor, update, and enhance service operations work instructions as products and CRM, ERP, and service systems change.
Help retrieve service loaners at the conclusion of service or other ancillary needs.
Support service operations activities to enable scalability of current and future products.
Support the Business Process Leader with testing new business integration projects.
Support Operations and Finance teams with service-aging follow-ups as needed.
Follow up with customers and field teams to help ensure contracted service deliverables are met.

Benefits

Annual performance bonus eligibility.
Medical, dental, and vision coverage.
Life insurance and short- and long-term disability coverage.
Business accident insurance and group legal insurance.
Potential eligibility to participate in the company pension and 401(k) savings plans.
Eligibility to participate in the long-term incentive program.
Vacation of up to 120 hours per calendar year.
Sick time of up to 40 hours per calendar year (up to 56 hours for employees residing in Washington State).
Holiday pay, including floating holidays, of up to 13 days per calendar year.
Work, Personal and Family Time of up to 40 hours per calendar year.