Sr Analyst Service Ops

Johnson & Johnson • Danvers, MA

6d • $79,000 - $127,650 • Onsite

About The Position

Provide support by creating and maintaining dashboard of key metrics related to service deliverables including but not limited to the following: on-time service, complaints monitoring, loaner tracking, cycle time, inbound and outbound shipments, courtesy loaner tracking and monitoring. The analyst will work with service management to determine key areas that need increased efficiency to manage growth expected in the market. They will also be responsible for working with the service operations team to ensure the timely and accurate reporting of service execution for the Danvers service depot for all required preventative maintenance, product upgrades and new product service implementation. Other duties will include support for service-related activities described below.

Requirements

• Bachelor’s Degree or Associate’s Degree required
• A minimum of 5-8 years similar experience
• Positive attitude, well organized, and detail oriented
• Excellent communication (both written and oral) & strong customer service skills
• Execute tasks in a timely manner with minimal supervision
• Able to prioritize tasks
• Able to interact well cross-departmentally and with external customers
• Knowledgeable with regulatory guidelines pertaining to medical device

Nice To Haves

• Large MRP system knowledge desired, SAP
• 5-years experience of Salesforce desired

Responsibilities

• Build report showing progress against each open product upgrade (FCN) per the guidelines and timeliness established by the Program Team
• Build report on service forecasting and completion
• Develop CRM tools to ensure timely scheduling and return of product in need of required preventative maintenance/FCN's
• Report on site configuration compatibility for software, hardware and firmware. Coordinate activities related to ensure site compatibility
• Create process for automating inbound and outbound reporting of expected shipments of customer and loaner consoles.
• Support of service operations activities to ensure scalability of current and future products
• Manage open service needs to ensure timely service, returns and loaner availability
• Maintain or develop a tool to efficiently track current status of customer service activity

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 period10 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
• Education Level: Associate degree