Professional, Customer Service Systems
Johnson & JohnsonAbout the role
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:
Technology Product & Platform ManagementJob Sub Function:
Technical Product ManagementJob Category:
Scientific/TechnologyAll Job Posting Locations:
Palm Beach Gardens, Florida, United States of America, Raritan, New Jersey, United States of America, Raynham, Massachusetts, United States of America, Warsaw, Indiana, United States of America, West Chester, Pennsylvania, United States of AmericaJob Description:
DePuy Synthes is recruiting for a Professional, Customer Service Systems, located in Raynham, MA; Raritan, NJ; West Chester, PA; Palm Beach Gardens, FL; OR Warsaw, IN.
This role supports the reliability, performance, and continuous improvement of customer‑facing service systems that enable commercial and customer service operations. The Professional, Customer Service Systems partners with IT, Commercial Technology, and business stakeholders to support system functionality, analyze issues, and improve processes that directly impact customer experience, order fulfillment, and service efficiency. This position offers exposure to enterprise systems, cross‑functional collaboration, and meaningful contributions to customer satisfaction in a global MedTech organization and reports into the DePuy Synthes Technology organization.
Key Responsibilities
Support day‑to‑day operations of customer service–related systems, ensuring stability, data accuracy, and timely issue resolution.
Analyze system incidents, service requests, and recurring issues; document root causes and support corrective actions.
Partner with Customer Service, Commercial, and IT teams to translate business needs into system requirements and enhancements.
Lead the application of AI, advanced analytics, and automation to modernize commercial platforms, enhancing customer engagement, pricing and revenue optimization, and data‑driven decision‑making while driving scalable and compliant commercial execution across sales, marketing, and customer operations.
Assist with system configuration, testing, validation, and deployment activities in alignment with IT and quality standards.
Monitor system performance and service metrics, preparing reports and insights to support continuous improvement initiatives.
Support data integrity, user access management, and compliance with internal controls and governance requirements.
Contribute to documentation, knowledge articles, and user support materials for customer service systems.
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