Service and Repair Support Specialist ; SRSS

Service and Repair Support Specialist I (SRSS)

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

Customer Management, Technical Customer Service;
Professional category.

Cincinnati, Ohio, United States.

The SRSS I is responsible for responding to inquiries from internal partners and resolving questions/requests regarding capital equipment and the Service & Repair Database. The SRSS I also maintains a high level of satisfaction among 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.

• Complete daily tasks within the Medical Device Service and Repair database.
• Document and follow up on customer repairs regarding billing, shipping delays, and products.
• Distribute customer inquiries regarding orders, changes, cancellations, delivery dates, product application, and pricing.
• Generate routine correspondence to secure additional customer (internal and external) information or resolve customer/service‑center inquiries.
• Organize meetings between staff and stakeholders to address and/or resolve Service and Repair issues or concerns.
• Distribute customer surveys, compile results, and summarize customer feedback data.
• Work with Service & Repair Support technicians to locate missing or blind shipments when necessary.
• Work with Buyer Planner on orders for replacement parts or corrections of errors such as shipment of the wrong item or shortages as directed.
• May contact global service centers to advise them of shipment delays and collect necessary information to process orders.
• Advance and communicate business‑related issues or opportunities to management.
• Ensure 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; 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 preferred.
• Experience working on a Global scope preferred.
• Experience in warehousing, distribution, operations, manufacturing, supply chain, or logistics preferred.
• Experience with in a Customer Service function preferred.
• Knowledge of GMP / ISO preferred.
• Knowledge of EHS 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 at different organizational levels.
• Conflict management skills.
• Strong coaching, mentoring, and people development skills.
• Ability to work independently with only occasional guidance.
• Ability to work effectively in a team environment.
• Ability to make management‑level presentations and write formal reports dealing with departmental metrics.

• Employees and/or eligible dependents may participate in the company‑sponsored benefits: medical, dental, vision, life insurance, short‑ and long‑term disability, business accident insurance, and group legal insurance.
• Employees may participate in the company’s consolidated retirement plan (pension) and savings plan (401(k)).
• This position is eligible for the company’s long‑term incentive program.
• Time‑off benefits include:
  • Vacation – up to 120 hours per calendar year.
  • Sick time – up to 40 hours per year (56 hours for Washington State residents).
  • Holiday pay, including floating holidays – up to 13 days per year.
  • Work, personal and family time – up to 40 hours per year.

Additional…