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. Learn more at https://www.jnj.com
Job Function:
Customer Management
Job Sub Function:
Non-Technical Customer Service
Job Category:
Professional
All Job Posting Locations:
Irvine, California, United States of America
Job Description:
Johnson & Johnson MedTech Electrophysiology is recruiting for a Senior Customer Service Analyst within the Electrophysiology (EP) business unit based in Irvine, CA. This position has a hybrid schedule which requires to be on-site 2-3 times a week.
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. Learn more at https://www.jnj.com/.
Position Overview
The Senior Analyst, Customer Support Order Management, serves as a key liaison between Customer Support and the JJMT Electrophysiology Commercial organization. This role supports the development and execution of commercial programs—including hardware, software, service promotions, third‑party capital programs, and evaluation/rental offerings—to drive business growth. The Senior Analyst ensures accurate and efficient order and program execution, leads data tracking and analytics, prepares reporting, and evaluates end‑to‑end processes to identify operational, financial, and technological improvement opportunities. This position provides subject matter expertise in order and program management, with a strong understanding of business objectives, strategy, and commercial pathways.
Success in this role requires a customer‑first mindset, strong independent judgment, collaborative teamwork, proactive problem solving, and the ability to lead cross‑functional initiatives while adapting quickly to change.
Key Responsibilities
Collaborate with cross‑functional partners (Marketing, Sales, Contracts, Technical Services, HCC, Legal, Finance, Supply Chain, Distribution) to support and enhance commercial programs.
Provide high‑quality customer and field support for JJMT EP program offerings.
Execute end‑to‑end order management processes in partnership with JJHCS to ensure timely, accurate entry of capital equipment, software, service, third‑party equipment, and disposable orders.
Create and maintain dashboards, trackers, and metrics to support business insights, continuous improvement, and program compliance.
Maintain expertise in relevant HCC, Legal, and SOX requirements; partner with internal specialists to ensure policy adherence.
Set goals and development plans and support departmental initiatives and additional projects as needed.
Contribute to the development and execution of Commercial deployment strategies.
Ensure compliance with all federal, state, local, and company regulations and policies.
Navigate and balance the needs of multiple internal and external partners.
Perform additional duties as assigned.
Qualifications
Required:
Bachelor’s degree in Business, Finance, Sales & Marketing, Contracting, or a related field.
Minimum of 5 years of experience in Customer Service or Sales & Marketing Support, preferably within the medical device or FDA‑regulated industry.
Strong proficiency with ERP systems (e.g., JDE, SAP or equivalent) and CRM tools (e.g., Salesforce or equivalent).
Excellent written, verbal, and presentation skills; proficient in Word and PowerPoint.
Advanced Excel skills, including dashboard creation, VLOOKUP, and pivot tables.
Strong analytical, problem‑solving, and critical‑thinking abilities.
Demonstrated leadership skills, including goal setting and providing constructive feedback to enhance team performance.
Ability to work independently with minimal supervision.
Effective in a fast‑paced, cross‑functional team environment.
Ability to manage competing priorities and meet deadlines.
Skilled in presenting complex or detailed data clearly and concisely.
Strong organizational skills with the ability to navigate complexity.
Knowledge of contracting business processes.
Excellent interpersonal skills
Detail‑oriented and adaptable to change.
Ability to build strong cross‑functional partnerships and collaborate effectively to support customer needs.
Preferred:
Additional Information
· Location: United States, California, Irvine
· Organization: Johnson & Johnson MedTech Electrophysiology
· Travel: Minimal, less than 10% of the Time
· Pay Grade: 25
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.
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(ra-employeehealthsup@its.jnj.com) or contact AskGS to be directed to your accommodation resource.
Required Skills:
Preferred Skills:
Customer Analytics, Customer Centricity, Customer Retentions, Customer Satisfaction, Customer Service, Customer Support Operations, Project Management, Salesforce (Software), Sales Operations, Self-Service Tools, Service Request Management
The anticipated base pay range for this position is :
$79,000.00 - $127,650.00
Additional Description for Pay Transparency:
Subject to the terms of their respective plans, employees are eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).
Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off benefits:
Vacation –120 hours per calendar year
Sick time - 40 hours per calendar year
Holiday pay, including Floating Holidays –13 days per calendar year
Work, Personal and Family Time - up to 40 hours per calendar year
Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child
Bereavement Leave – 240 hours for an immediate family member: 40 hours for an extended family member per calendar year
Caregiver Leave – 80 hours in a 52-week rolling period10 days
Volunteer Leave – 32 hours per calendar year
Military Spouse Time-Off – 80 hours per calendar year
For additional general information on Company benefits, please go to: - https://www.careers.jnj.com/employee-benefits
