Technical Service Analyst _ Medtech EP

At Johnson & Johnson,we believe health is everything.

Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented, treated, and cured,where treatments are smarter and less invasive, andsolutions 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:
Guarulhos, São Paulo, Brazil

Job Description:

Overall purpose of job:


* Responsible for answering calls from internal and external customers, purchasing supplies necessary for the operation, coordinating shipments and dispatching equipment to customers.

Essential duties and responsibilities:


* Execute the daily call center activities, taking customer calls, processing/logging them in the system, and communicating/assigning a Field Service Engineer for the technical service in a timely and precise manner.


* Manages daily contact with customers, Field Service Engineers and Sales Reps/Pdt Specialist ensuring adequate communication and information flow of the customer service process.


* Maintains all records in accordance with regulatory requirements and calibration tools reports according to MD S&R requirements.


* Continuously benchmark assigned processes, focusing on market trends and customer needs to identify opportunities for process improvement and differentiated services.


* Interface effectively with Sales & Marketing, Regulatory Affairs, Health Care Compliance, Supply Chain, Quality, IT, HR, and Finance to manage cross functional processes and resolve issues impacting areas of responsibility.


* Responsible for Customer Service Contract Administration, which includes financial and profitability analysis, pricing, quotation, invoicing, upgrades, renewals, and promotion.


* Create monthly dashboard and guide cluster leaders into this report to get information to take decisions.


* Be our Subject Matter Expert in MD S&R to provide reliable reports regarding our operation.


* Supporting other members of Customer Care Center in Latam countries (Chile, Colombia and Mexico).


* Performs other duties assigned as needed.


* Responsible for maintaining and managing all assigned company assets that may include but are not limited to: Tools, parts inventory, company vehicle, computer & accessories.


* Completes required trainings for supported produ...