Customer Support Analyst, Order Management (Irvine, CA) Johnson and Johnson, MedTech

Analyst, Customer Support Order Management

Johnson & Johnson Med Tech - Electrophysiology, a world-class company in the healthcare industry, is recruiting for an Analyst, Customer Support Order Management to be located in Irvine, CA.

The Analyst supporting Johnson & Johnson Med Tech Electrophysiology (EP) is the liaison between Customer Support and the BWI Commercial organization in the coordination & execution of EP 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 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 team-oriented personality; proactively seek resolution of problems; support teams and projects within and across departments and functions; adapts and implement changes quickly.

ESSENTIAL DUTIES AND 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 EP 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, maintain 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.
• Maintain and use monthly dashboards, trackers, and/or metrics that drive impactful, continuous improvement in support of the business strategy and to ensure compliance with all program policies and guidelines.
• Monthly and quarterly reporting and presentation of program analytics to cross-functional management teams.
• Participate in multiple projects by completing and updating project documentation; managing project scope; resolving daily priorities; ensuring efficient and timely delivery of project tasks.
• 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.

REQUIRED EDUCATION/TRAINING and/or EXPERIENCE:

• Bachelor's Degree required. Business related preferred but consideration will be given to other fields.
• Minimum of 5 years of progressive experience in Customer Service / Sales & Marketing Support preferably in the medical device industry or an FDA-regulated industry.

REQUIRED KNOWLEDGE, SKILLS, ABILITIES and CERTIFICATIONS/LICENSES:

• Excellent written, oral, and presentation skills (Word, Outlook, and PowerPoint).
• Proven strong analytic skills (advanced Excel)
• Strong analytic skills, problem solving/improvement and critical thinking mentality.
• 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 in 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

ADDITIONAL POSITION REQUIREMENTS

• The work environment is a normal office setting. Domestic travel is estimated at less than 5%. The physical demands described here are representative of those an employee encounters to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk, listen, sit and stand. The employee must be able to lift or move up to 25 pounds. The employee must have the ability to operate a phone, computer and fax machine.

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 and/or eligible dependents may be eligible to participate in the following Company sponsored employee benefit programs: medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance.
• Employees may be eligible to participate in the Company's consolidated retirement plan (pension) and savings plan (401(k)).
• Employees are eligible for the following time off benefits:
• Vacation up to 120 hours per calendar year
• Sick time - up to 40 hours per calendar year; for employees who reside in the State of Washington up to 56 hours per calendar year
• Holiday pay, including Floating Holidays up to 13 days per calendar year
• Work, Personal and Family Time - up to 40 hours per calendar year

Johnson & Johnson is an 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, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

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Johnson and Johnson is committed to providing an interview process that is inclusive of our applicants' needs. If you are an individual with a disability and would like to request an accommodation, please email the Employee Health Support Center or contact AskGS to be directed to your accommodation resource.

The anticipated base pay range for this position is: $63,000 to $103,250