Service and Repair Support Specialist ; 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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Job Function: Customer Management

Job Sub Function: Technical Customer Service

Job Category: Professional

Location: Cincinnati, Ohio, United States of America

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

The Service and Repair Support Specialist I (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 I 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 I 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 I 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.

• 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 personal and Company compliance with all Federal, State, local, and Company regulations, policies, and procedures.
• Other responsibilities may be assigned and not all responsibilities listed may be assigned.

• Minimum of a BA required with advanced degree or equivalent in applicable field preferred.
• Experience working in a regulated environment, highly preferred.
• 5+ years performing cross-functional or multi-disciplinary assignments, preferred.
• 2+ years of experience providing service for medical devices is preferred.
• Experience working on a Global scope is preferred.
• Experience in warehousing, distribution, operations, manufacturing, supply chain, or logistics is preferred.
• Experience with in a Customer Service function is preferred.
• Knowledge of GMP (Good Manufacturing Practices) / ISO (International Organization for Standardization) are preferred.
• Knowledge of EHS (Environmental Health and Safety) regulations preferred.
• Systems applications knowledge preferred.
• Quality experience preferred.

• Problem analysis & resolution skills.
• Strong Technical and project leadership skills.
• Demonstrated initiative, creativity, and assertiveness.
• Ability to use influence and motivational techniques to lead process improvements with multi-functional teams.
• Ability to communicate effectively to different organizational levels.
• Conflict management skills.
• Strong coaching, mentoring, and people development skills.
• Ability to work independently, with only occasional guidance.
• The ability to work effectively in a team environment.
• The ability to make effective management level presentations, and write formal reports dealing with departmental metrics.

• Employees and/or…