Analyst, Customer Support

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 jnj.com 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. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit. 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: About MedTech Fueled by innovation at the intersection of biology and technology, we're developing the next generation of smarter, less invasive, more personalized treatments. Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech 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/.  An internal pre-identified candidate for consideration has been identified. However, all applications will be considered. We are searching for the best talent for Analyst, Customer Support Position Overview 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 implements changes quickly with high accuracy. Key Responsibilities Partner with cross‑functional teams—including Marketing, Sales, Contracts, Technical Services, HCC, Legal, Finance, Supply Chain, and Distribution—to support and enhance commercial programs. Execute timely and accurate order management processes with JJHCS, covering capital equipment, software, services, third‑party equipment, and disposables. Support multiple projects through documentation updates, scope management, priority handling, and timely execution of deliverables. Promote adherence to HCC, Legal, and SOX requirements, updating relevant policies and collaborating with internal experts. Contribute to goal setting, personal development planning, and broader departmental initiatives; take on additional projects as needed. Support execution of commercial deployment strategies and collaborate across stakeholder groups to meet evolving business needs. Perform other duties as assigned. Qualifications Required Bachelor's degree; preferred fields include Business, Marketing, Finance, or related areas. Minimum 3+ years of progressive experience in Customer Service/Support, Sales Support, or Program Management, ideally within medical device, life sciences, or regulated industries. Experience with capital equipment order processing and coordination of fulfillment activities. Proficiency with ERP/CRM systems (JDE, SAP, Salesforce) and subscription platforms. Strong written and verbal communication skills; analytical, problem‑solving, and critical‑thinking abilities. Ability to work independently while thriving in a collaborative team environment. Proven ability to manage multiple priorities, meet deadlines, and adapt in a dynamic environment. Experience supporting cross‑functional teams and navigating operational complexity. Preferred Familiarity with commercial contracting, compliance frameworks, and MedTech order management processes. Additional Expectations Uphold compliance with all company and regulatory standards and embody Johnson & Johnson's Credo and Leadership Imperatives. Additional Information · Location: United States, California, Irvine · Organization: Johnson & Johnson MedTech Electrophysiology · Travel: Minimal, 5% of the Time · Pay Grade: 24 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 & 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, external applicants please contact us via https://www.jnj.com/contact-us/careers. Internal employees contact AskGS to be directed to your accommodation resource. Required Skills: Preferred Skills: Analytical Reasoning, Business Behavior, Communication, Continuous Improvement, Customer Centricity, Customer Retentions, Customer Satisfaction, Customer Service, Customer Support Operations, Customer Support Trends, Data Analysis, Execution Focus, Omni-Channel Support, Process Oriented, Project Management, Self-Service Tools, Service Request Management The anticipated base pay range for this position is : $65,000.00 - $104,650.00 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)). This position is eligible to participate in the Company's long-term incentive program. 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; for employees who reside in the State of Colorado –48 hours per calendar year; for employees who reside in the State of Washington –56 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 Additional information can be found through the link below. Co-Ops and Intern Positions: Please use the following language: Co-Ops/Interns are eligible to participate in Company sponsored employee medical benefits in accordance with the terms of the plan. Co-Ops and Interns are eligible for the following sick time benefits: up to 40 hours per calendar year; for employees who reside in the State of Washington, up to 56 hours per calendar year. Co-Ops and Interns are eligible to participate in the Company's consolidated retirement plan (pension). For additional general information on Company benefits, please go to: - https://www.careers.jnj.com/employee-benefits 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/. Do Not Sell or Share My Personal Information Limit the Use of My Personal Information