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 ManagementJob Sub Function:
Technical Field ServiceJob Category:
ProfessionalAll Job Posting Locations:
São Paulo, BrazilJob Description:
Overall purpose of job:
The purpose of this role is to act as a technical specialist supporting Service Operations performance, data analytics, and service readiness, ensuring reliable insights, standardized reporting, and operational preparedness.
The position is responsible for executing Business Intelligence, data analysis, and performance management activities, as well as supporting technical certification and Service readiness for New Product Introductions (NPIs). By delivering high-quality data, actionable insights, and structured certification support, the role enables informed decision-making, operational efficiency, and effective Service support across the organization.
Essential duties and responsibilities:
Business Intelligence, Data & Performance Management
- Act as an operational BI and data specialist for Service Operations, in alignment with established global data governance frameworks and standards.
- Develop, maintain, and continuously enhance:
- Operational and executive dashboards based on defined business requirements.
- Standardized performance reports for local, regional, and global stakeholders.
- Implement and sustain Service KPIs, ensuring accurate configuration, monitoring, and ongoing maintenance.
- Ensure data quality, integrity, standardization, and reliability across all reporting, dashboards, and analytical tools.
- Perform data analysis to:
- Identify trends, variances, and improvement opportunities.
- Support tactical and operational decision-making within the Service organization.
- Serve as a technical point of contact for questions related to data, metrics, reporting, and performance analysis.
Technical Certification & New Product Service Readiness
- Execute and support the technical certification process for Service related to New Product Introductions (NPIs), following global strategies and guidelines.
- Partner with Engineering, Quality, Training, and Global Service teams to:
- Collect, document, and maintain technical certification requirements.
- Support the planning, tracking, and follow-up of Service-related training programs.
- Contribute to Service readiness assessments prior to product market launches.
- Monitor and track:
- Training completion, technical certifications, and qualification status of Service teams.
- Skill gaps and required corrective or follow-up actions.
- Ensure certification, training, and readiness data are accurately maintained in official systems and reports.
- Act as a technical reference for Service teams regarding certification requirements, training paths, and operational readiness for new products.
Compliance & Core Responsibilities
- Knowledge, practice, and compliance with the Johnson & Johnson Credo.
- Knowledge and compliance with J&J Quality, Safety, Occupational Health, and Environmental policies.
- Ensure compliance with all local regulations, company policies, procedures, and quality requirements.
- Submit all business travel expenses in compliance with the company T&E policy and within required timelines.
- Complete all assigned training courses on time and as requested.
Job Requirements
Essential knowledge and skills:
- Bachelor’s degree required.
- Minimum of three (3) years of professional experience supporting administrative and back-office activities within Service Operations, including, but not limited to, KPI management, reporting and performance tracking, technical certification processes, training coordination, documentation control, service readiness activities, and support for New Product Introductions (NPIs).
- MBA or Master’s degree preferred.
Core competencies required for this role:
- English language level advanced
- Spanish language level advanced
- Strategic thinking
- Sense of Urgency
- Teamwork
- Project management
- Influencing, communications and presentation skills
- Experience in continuous improvement process
- MS Office
- Desirable experience on the Healthcare industry and on service management systems (CRM)
- Desirable knowledge in metrics and visual dashboards, Power BI and Power Apps
- Desirable experience in Salesforce
Required Skills:
Preferred Skills:
Analytical Reasoning, Business Behavior, Coaching, Communication, Continuous Improvement, Cross-Functional Collaboration, Customer Service, Customer Support, Customer Support Operations, Customer Support Trends, Data Gathering and Analysis, Facilitation, Incident Management, Problem Solving, Project Management Office (PMO), Service Request Management, Technical Credibility