Professional, Service & Repair

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 MedTech, 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. As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. We respect the diversity and dignity of our employees and recognize their merit.

Job Function: Technology Product & Platform Management. Job Sub Function: Technical Product Management. Job Category: Scientific/Technology.

About the Role

DePuy Synthes is recruiting for a Professional, Service & Repair, located in Raynham, MA; Raritan, NJ; West Chester, PA; Palm Beach Gardens, FL; or Warsaw, IN. All job posting locations include Palm Beach Gardens, Florida; Raritan, New Jersey; Raynham, Massachusetts; Warsaw, Indiana; and West Chester, Pennsylvania, United States of America.

This role supports Service & Repair operations by enabling accurate, efficient, and technology-enabled customer service processes. The Professional partners with service teams, field service engineers, IT, and commercial stakeholders to ensure service data integrity, system effectiveness, and continuous improvement of customer service experiences. The role plays a meaningful part in improving operational performance and customer satisfaction across DePuy Synthes service operations and reports into the DePuy Synthes Technology organization.

Responsibilities

• Support service and repair operations by maintaining accurate records within service management, CRM, and commercial technology systems (including customer, asset, entitlement, order, and repair data).
• Analyze routine service and repair metrics (e.g., turnaround time, backlog, service trends) to support operational reporting and improvement initiatives.
• Act as a liaison between customer service, field service, IT, and commercial teams to resolve service-related system or process issues.
• Lead the application of AI, advanced analytics, and automation to modernize commercial platforms, enhancing customer engagement, pricing and revenue optimization, and data-driven decision-making while driving scalable and compliant commercial execution across sales, marketing, and customer operations.
• Provide operational and administrative support for service activities, including order processing, repair tracking, and service documentation.
• Assist with the execution of projects, programs, and process improvements supporting service & repair operations.
• Support compliance with internal quality, regulatory, and data integrity standards related to service operations.
• Prepare and distribute routine service performance reports and dashboards for internal stakeholders.

Qualifications

Bachelor's degree required, preferably in Information Systems, Business, Operations, Supply Chain, Engineering, or a related field.

Required Experience and Skills

• 2-4 years of relevant experience supporting customer service, service operations, IT systems, or commercial technology environments.
• Technical skills: Working knowledge of service management systems, CRM platforms, ERP tools, or related commercial/service technologies; ability to analyze basic datasets and generate reports.
• Understanding of service & repair workflows, customer service operations, and cross-functional business processes; strong attention to detail and data accuracy.
• Demonstrates accountability, collaboration, and a willingness to learn; communicates effectively with cross-functional partners and supports team objectives.
• Strong written and verbal communication skills, with the ability to document processes and explain technical or operational issues clearly.
• Ability to manage multiple tasks under close supervision while meeting deadlines in a fast-paced service environment.

Preferred Experience and Skills

• Experience supporting service & repair, field service, customer operations, or commercial technology teams in a regulated or medical device environment.
• Exposure to service analytics, data visualization tools, or ticketing/work-order systems.
• Familiarity with process improvement methodologies and service-related performance metrics (KPIs).
• Ability to proactively identify issues, suggest improvements, and collaborate with peers or junior team members.
• Experience working in cross-functional or matrixed environments.
• Agile Product Development, Analytical Reasoning, Coaching, Collaboration, Competitive Landscape Analysis, Critical Thinking, Customer Alignment, Demand Forecasting, Human-Computer Interaction (HCI), Organizing, Product Development, Product Improvements, Product Strategies, Requirements Analysis, Research and Development, Software Development Life Cycle (SDLC), Software Development Management, Stakeholder Management, Technical Credibility, Technical Writing, Technologically Savvy.

Other

• Language: English proficiency required.
• Travel: Minimal travel may be required (generally less than 10%, primarily domestic).
• Certifications: IT, data, or service management certifications are preferred but not required.

Pay

The anticipated base pay range for this position is $94,000.00 - $151,800.00.

Additional Information

Johnson & Johnson announced plans to separate our Orthopedics business to establish a standalone orthopedics company, operating as DePuy Synthes. The process of the planned separation is anticipated to be completed within 18 to 24 months, subject to legal requirements, including consultation with works councils and other employee representative bodies, as may be required, regulatory approvals and other customary conditions and approvals. Should you accept this position, it is anticipated that, following conclusion of the transaction, you would be an employee of DePuy Synthes and your employment would be governed by DePuy Synthes employment processes, programs, policies, and benefit plans. In that case, details of any planned changes would be provided to you by DePuy Synthes at an appropriate time and subject to any necessary consultation processes.