Johnson & Johnson Careers

Lead Analyst Customer Support Nurse

Cincinnati, Ohio
Sales Administration

Job Description

Requisition ID: 1858190412

Johnson and Johnson Medical Devices is currently recruiting for a Lead Analyst Customer Support Nurse located at Ethicon in Cincinnati, OH.

The Johnson & Johnson Medical Devices Companies have been working to make surgery better for more than a century. With substantial breadth and depth in surgical technologies, orthopedic and interventional solutions, we aspire to improve and enhance medical care for people worldwide. Together, we are working to shape the future of health through differentiated products and services.
The Lead Analyst Customer Support Nurse is responsible for providing world-class customer support to external and internal customers during support inquiries. Role requires systems management and data reporting.  Additionally, the Lead will be responsible for internal processes and policies, as well as coordinating training and support for the CSC Nurse team.  In collaboration with the Lead, Customer Support Nurse, the Nurse Lead is responsible for the development and improvement of processes, procedures and practices as they relate to the Customer Support Center in coordination with the Director, Field Sales Enablement & Ethicon CSC. The lead role is responsible for leading and developing Nurse direct reports and collaborating with the team to achieve their highest potential. 
Essential Duties & Responsibilities
Under general direction and in accordance with all applicable federal, state and local laws/regulations and Corporate Johnson & Johnson, procedures and guidelines, this position is responsible for:
  • Leads and manages a team providing services and support pertaining to Ethicon/J&J products and services
  • Handling customer support calls accessed through the toll-free lines or through other appropriate communications
  • Ensuring 24/7 support for customers who require immediate access to a healthcare professional to resolve product and procedure issues for disposable products by participating in weekend and off-hours emergency on-call support
  • Maintaining tools/systems related to the Customer Support Center
  • Assist in development and maintenance of department metrics
  • Coordinating and supporting the internal CSC audit processes related to disposables
  • Identifying process improvements to ensure CSC efficiencies and effectiveness
  • Ensure sustainable, robust and accurate CSC processes that are compliant to Ethicon policy/procedures
  • Data mining, analysis and monitoring
  • Coordinating and support CSC product/procedure training
  • Perform customer contact quality monitoring, including coaching associates as necessary
  • Project Management, as required
  • Partners with stakeholders, identifies and implements changes/solutions
  • Identifies and manages talent; inspires team members to achieve highest potential through stretch goals and opportunities 
  • Partners with Director, Field Sales Enablement & Ethicon CSC to implement strategies to contribute to the overall efficiency and effectiveness of the CSC team
  • Supports continuous improvements in current processes and creation of new capabilities to meet future needs
  • Ensures CSC maintains confidentiality and exercises judgment and discretion in all duties
  • Manages performance and development activities for the assigned team members utilizing the J&J Five Conversations 
  • Responsible to company retention policies, maintain performance documents 
  • Responsible for communicating business related issues or opportunities to next management level
  • Responsible for ensuring subordinates follow all Company guidelines related to Health, Safety and Environmental practices and that all resources needed to do so are available and in good condition
  • Responsible for ensuring personal and Company compliance with all Federal, State, local and Company regulations, policies, and procedures
  • Performs other duties assigned as needed

  • Bachelor’s Degree with a medical, technical or business focus. 
  • Minimum of 5+ years progressive experience within a health care environment, medical contact center &/or experience handling customer/patient service issues within a medical environment is required. 
  • 3+ years customer-facing role preferred.  
  • Demonstrates strong leadership skills required. 
  • Ability to multitask and prioritize projects required. 
  • Knowledge of Ethicon/CSC tools (i.e., Optimizer, ECM, Service & Repair, SharePoint, iPad apps, etc.) is preferred.
Required Skill Sets:
  • Excellent customer service/customer focus
  • Projects behaviors that are consistent with the Credo and Standard of Leadership
  • Detail-oriented
  • Effectively manages work and time to produce desired outcomes (time management)
  • Leads in investigation of customer issues and determines appropriate course of action
  • In-depth knowledge of products and services provided by the J&J companies supported by the Center
  • Clinical/technical expertise for the entire Ethicon portfolio
  • Decision making skills
  • Critical thinking / problem solving skills
  • Data gathering, management and planning
  • Knowledgeable of Medical Device Regulations
  • Proven leadership skills and ability to effectively manage and develop direct reports
  • The ability to take initiative, be results oriented and manage multiple competing deliverables simultaneously is required
  • Demonstrate excellent written, oral and presentation skills required (advanced Word, Outlook and PowerPoint)
  • Ability to work independently with minimal supervision and in a team environment
  • Ability to present detailed data in a clear and concise manner
  • Strong organizational skills and the ability to manage complexity
  • Excellent interpersonal skills
  • Ability to adapt to rapidly changing environments
  • Ability to establish and maintain credibility as a knowledgeable business partner across business functions at all levels
  • Ability to develop, motivate and inspire talent through strong people leadership capabilities
  • Ability to collaborate with internal and external partners 
  • The work environment is an office setting
  • Domestic travel is estimated at less than 20%
  • Occasional weekend travel may be required
  • The employee must be able to lift or move up to 30 pounds 

Primary Location
United States-Ohio-Cincinnati-
DePuy Synthes Sales, Inc. (6032)
Job Function
Sales Administration
Requisition ID