Senior Analyst, Customer Support - Johnson and Johnson

Johnson & Johnson's Cardiovascular & Specialty Solutions (CSS) Group within Medical Devices is recruiting for a Senior Analyst, Customer Support Order Management to be located in Irvine, CA, which is our CSS headquarters. The CSS Group serves a diverse base of customers in Ear, Nose, and Throat (ENT), Infection Prevention, Electrophysiology (EP), Surgical and Non Surgical Aesthetics, Sedation, and Reprocessing.

The Senior Analyst supporting Biosense Webster (BWI) is the liaison between Customer Support and the BWI Commercial organization in the development, coordination, & execution of BWI commercial programs (including but not limited to hardware, software, service purchase promotions, third-party capital programs, evaluation, and rental programs) to accelerate growth. This individual is responsible for order and program execution, tracking and analysis of data, report preparation, and delivery, as well as end-to-end business process review to identify and address opportunities for operational, financial, and technological improvements/efficiencies. Responsibilities include providing subject matter expertise in the areas of order and program management and demonstrating a detailed understanding of the business to support commercial objectives, strategy, and current programs and pathways.

This individual must demonstrate the following behaviors in their role: demonstrated customer comes first mentality; function independently on a day-to-day basis; embraces teamwork with a team-oriented personality; proactively seek resolution of problems; assume leadership roles on teams and projects within and across departments and functions; adapts and implement changes quickly.

Duties & Responsibilities:

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

• Collaborate cross-functionally with Commercial teams (Marketing, Sales, Contracts, Technical Services, HCC, Legal, Finance, Supply Chain, Distribution) to drive growth in commercial programs.
• Deliver elite customer and field support on current BWI program offerings and tool preparation for customer presentations and meetings. This includes but is not limited to the maintenance of databases such as SharePoint for use by field sales associates, posting tools, tracking and updating tools, and pricing matrices for new product offerings.
• Implement order management process with Johnson & Johnson Health Care Systems (JJHCS) business partners to ensure timely order entry accuracy and efficiency on all capital equipment hardware, software, and service, third-party equipment, and relevant disposables orders.
• Develop, maintain, and use monthly dashboards, trackers, and/or metrics that drive impactful, continuous improvement in support of the business strategy and ensure compliance with all program policies and guidelines.
• Monthly and quarterly reporting and presentation of program analytics to cross-functional management teams.
• Lead or participate in multiple projects by completing and updating project documentation; managing project scope; resolving daily priorities; ensuring efficient and timely delivery of project tasks; and maintaining third-party relationships.
• Champion knowledge of applicable HCC, Legal, and SOX requirements through updating policies and liaison with appropriate experts/leaders within J&J.
• Develop goals & objectives and personal development plans. Perform additional related duties and take on additional projects as required.
• Support ongoing development and implementation of Commercial deployment strategies.
• Responsible for ensuring personal and company compliance with all federal, state, local, and company regulations, policies, and procedures.
• Understand and navigate the needs and expectations of multiple partners.
• Performs additional duties assigned as required.

The anticipated base pay range for this position is $76,000 to $121,900. The Company maintains highly competitive, performance-based compensation programs. Under current guidelines, this position is eligible for an annual performance bonus in accordance with the terms of the applicable plan.

The annual performance bonus is a cash bonus intended to provide an incentive to achieve annual targeted results by rewarding for individual and the corporation's performance over a calendar/ performance year. Bonuses are awarded at the Company's discretion on an individual basis.

Employees may be eligible to participate in Company employee benefit programs such as health insurance, savings plan, pension plan, disability plan, vacation pay, sick time, holiday pay, and work, personal and family time off in accordance with the terms of the applicable plans. For additional general information on Company benefits, please go to: https://www.careers.jnj.com/employee-benefits Qualifications:

Required:

• Bachelor's degree in Business, Finance, Sales & Marketing, Contracting, or related field.
• A minimum of 5 years of dynamic experience in Customer Service / Sales & Marketing Support preferably in the medical device industry or an FDA-regulated industry.
• Very strong computer skills and knowledge of various ERP systems such as JDE, SAP or equivalent ERP system, Salesforce.com, or equivalent CRM solution.
• Excellent written, oral, and presentation skills (Word and PowerPoint).
• Advanced Excel skills are required including dashboard creation, v-lookup, and pivot tables.
• Strong analytic skills, problem-solving/improvement, and critical thinking mentality.
• Proven leadership skills, including the ability to set goals and provide positive and constructive feedback respectfully to build positive relationships and improve team results
• Work self-sufficiently with minimal direction
• Work in a sophisticated team environment
• Ability to handle conflicting priorities and meet deadlines and deliverables
• Ability to present detailed data in a clear and concise manner
• Strong organizational skills and the ability to manage complexity
• Knowledge of contracting business processes
• Excellent interpersonal and negotiating skills
• Detailed-oriented and adapts to changes promptly.
• Ability to work collaboratively in a dynamic environment, building cross-functional partnerships to support customers

Preferred:

• Knowledge of customer service, including order management activities with an understanding of the healthcare environment.

Location and Travel Requirements:

• Location: Irvine, California.
• Travel: Domestic travel is estimated at less than 10%.

At Johnson & Johnson, we're on a mission to change the trajectory of health for humanity. That starts by creating the world's healthiest workforce. Through cutting-edge programs and policies, we empower the physical, mental, emotional, and financial health of our employees and the ones they love.

For more information on how we support the whole health of our employees throughout their wellness, career, and life journey, please visit www.careers.jnj.com

Johnson & Johnson is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.