Job Description

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:

Business Enablement/Support

All Job Posting Locations:

Bogotá, Distrito Capital, Colombia

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

We are looking for the best talent for Customer Care Analyst

Purpose: The Customer Care Analyst is responsible for executing daily customer support and service coordination activities within the Technical Service area. This role acts as a key interface between customers, service engineers, and internal teams, ensuring efficient service execution, proper documentation, regulatory compliance, and high levels of customer satisfaction. The position supports service operations through call handling, service scheduling, invoicing, equipment logistics, and system controls, while adhering to Johnson & Johnson quality, safety, and compliance standards.

Responsibilities:

Customer Care & Service Coordination

• Execute daily Customer Care activities, including answering customer calls, registering service requests, and coordinating with the technical and field service teams.
• Control and manage the Service Engineers’ service schedule, ensuring efficient resource allocation and service coverage.
• Monitor and manage the allocation and return of loaner equipment to customers.

Service Operations & Logistics

• Coordinate and execute the temporary export process of equipment when required.
• Control mandatory preventive maintenance schedules, ensuring compliance with due dates and service requirements.
• Execute spare parts/tools discount in the system.
• Support the service purchasing process, including purchase requests and follow-up, as required by service operations.

Financial & Administrative Processes

• Issue, control, and manage fiscal documents related to the movement of equipment and tools.
• Execute and support the service invoicing process, ensuring accuracy and timeliness.
• Generate service quotations and actively monitor approval status, following up with internal stakeholders as needed.

Documentation, Systems & Reporting

• Maintain accurate physical and digital records in compliance with regulatory requirements, internal procedures, and quality standards.
• Generate operational and management reports related to service activities.
• Ensure proper use and good documentation practices within the work order management and service systems.

Compliance, Quality & Ethics

• Perform all activities in compliance with the Johnson & Johnson CREDO.
• Ensure knowledge of, and compliance with, Johnson & Johnson Quality, Safety, Occupational Health, and Environment policies.
• Support audits, inspections, and internal reviews by providing accurate documentation and records.
• Perform other duties as assigned, aligned with business and operational needs.

Job requirements:

• Bachelor’s degree or complete technological degree
• Advance English and Spanish
• Experience with extractions and development of reports in Business Intelligence (BI) is desirable
• Ability to develop presentations with the aim of disseminating strategic knowledge generated by the area is desirable
• Sense of urgency and organization.

Core competencies:

• Sense of urgency
• Organization
• Analysis and data interpretation
• Problem solving
• Teamwork
• Customer focus

Required Skills:

Preferred Skills:

Business Behavior, Chat Support, Communication, Customer Centricity, Customer Satisfaction, Customer Service, Customer Support Operations, Customer Support Platforms, Customer Support Trends, Data Capturing, Inquiry Handling, Issue Escalation, Process Oriented, Service Request Management, Time Management, Training Administration