Sr Analyst Customer Support - JJMT Electrophysiology

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).