Service and Repair Support Specialist II; SRSS

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 Med Tech, 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.

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Customer Management

Technical Customer Service

Professional

Cincinnati, Ohio, United States of America

Johnson & Johnson is recruiting for a Service and Repair Support Specialist II (SRSS) to join our Med Tech Surgery business located at our Cincinnati, OH site.

#Li-Hybrid

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.

Are you passionate about improving and expanding the possibilities of surgery? Ready to join a team that’s reimagining how we heal? Our Surgery team will give you the chance to deliver surgical technologies and solutions to surgeons and healthcare professionals around the world. Your contributions will help effectively treat some of the world’s most prevalent conditions such as obesity, cardiovascular disease and cancer.

Patients are waiting!

Your unique talents will help patients on their journey to wellness. Learn more at

The Service and Repair Support Specialist II (SRSS) is responsible for responding to inquiries from internal collaborative partners and resolving questions/requests regarding capital equipment and/or Service & Repair Database. The SRSS II is also accountable for maintaining a high level of satisfaction among internal collaborative partners through timely and accurate responses. Responsibilities include ensuring all assets in the service database are accurate, recertifying OUS centers, and disseminating information to centers as necessary.

As a member of the SRSS team, the SRSS II will have primary responsibilities but will also provide coverage for other team members when required, including activities related to billing, contracts, agreements, annual reviews, asset management, reporting, team metrics, revising procedures in the appropriate PLM system, audits, and other duties described below.

The SRSS II will engage with various partners, including but not limited to Customer Service, Customer Quality, Sales, Marketing, R&D, Global Supply Chain organizations as well as Affiliate businesses on processes and procedures to ensure alignment in meeting the needs of the organization and the customer.

Under general direction and in accordance with all applicable federal, state and local laws/regulations and Corporate Johnson & Johnson, procedures and guidelines, this position:

• Completes daily tasks within Medical Device Service and Repair (MDS&R) database.
• Documents and follows up on customer repairs regarding billing, shipping delays and products.
• Distributes customer inquiries regarding orders, changes, cancellations, delivery dates, application of products, and pricing.
• Generates routine correspondence to secure additional customer (internal and external) information or resolve customer/service center inquiries.
• My organize meetings between staff and other stakeholder to address'(and/or) resolve Service and Repair issues or concerns.
• Distributes customer surveys, compiles results and summarizes customer feedback data.
• Works with Service & Repair Support technicians when necessary to locate missing, or blind shipments; when applicable.
• If necessary, works with Buyer Planner on orders for replacement parts and/or for correcting errors such as shipment of wrong item or shortages as directed.
• May contact global service centers to advise them of shipment delays and/or collect information necessary to process orders.
• Responsible for advancing and communicating business-related issues or opportunities to management.
• Responsible for ensuring…