Description
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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 Customer ServiceJob Category:
Business Enablement/SupportAll Job Posting Locations:
São Paulo, BrazilJob Description:
DePuy Synthes is recruiting for a Customer Care Analyst , located in São Paulo, Brazil
Job Overview
This role supports the Commercial Field Service organization by delivering timely, accurate, and customer‑focused service coordination and analytics. The Customer Care Analyst partners with field service teams, commercial stakeholders, and customers to ensure service requests, orders, installations, and repairs are executed efficiently and in line with service commitments. The role has direct impact on customer satisfaction, service reliability, and commercial performance by enabling data‑driven decisions and smooth day‑to‑day operations.
Key Responsibilities
Analyze and monitor field service and customer care activities, including service requests, order status, response times, and resolution trends.
Act as a primary coordination point between customers, field service engineers, distributors, and commercial teams to resolve service‑related inquiries.
Support order processing, service scheduling, and case management, ensuring accuracy, compliance, and timely follow‑up.
Generate and maintain service and customer care reports, dashboards, and performance metrics to support operational decisions.
Identify service trends, recurring issues, and improvement opportunities, and escalate insights to leadership as appropriate.
Partner with Commercial and Field Service teams to support installations, repairs, returns, and spare‑parts coordination.
Ensure all activities comply with company policies, quality standards, and regulatory requirements.
Apply Johnson & Johnson’s Credo and Leadership Imperatives in all customer and internal interactions.
Qualifications
Education
Bachelor’s degree in Business Administration, Engineering, Supply Chain, Health Sciences, or a related field (required).
Coursework or training in customer service, operations, or data analysis (preferred).
Experience and Skills
Required:
2-4 years of experience in customer care, customer service operations, field service support, or commercial operations.
Strong analytical skills with the ability to interpret service data and performance metrics.
Experience working with order management, CRM, or service management systems.
Clear, professional communication skills for interacting with customers and cross‑functional teams.
Strong attention to detail and ability to manage multiple priorities in a fast‑paced environment.
Preferred:
Experience supporting field service or medical device operations.
Familiarity with service KPIs, SLA tracking, and continuous improvement methodologies.
Experience working in a commercial or distributor‑based environment.
Proficiency in Excel and reporting or dashboard tools.
Other:
Languages: Portuguese (fluent) required; English (intermediate) preferred.
Travel: Minimal; occasional local travel may be required to support field service activities.
Certifications: None required.
For more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit www.careers.jnj.com.
Johnson & Johnson announced plans to separate our Orthopaedics business to establish a standalone orthopaedics company, operating as DePuy Synthes. The process of the planned separation is anticipated to be completed within 18 to 24 months, subject to legal requirements, including consultation with works councils and other employee representative bodies, as may be required, regulatory approvals and other customary conditions and approvals. Should you accept this position, it is anticipated that, following conclusion of the transaction, you would be an employee of DePuy Synthes and your employment would be governed by DePuy Synthes employment processes, programs, policies, and benefit plans. In that case, details of any planned changes would be provided to you by DePuy Synthes at an appropriate time and subject to any necessary consultation processes.
Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.
Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, external applicants please contact us via https://www.jnj.com/contact-us/careers, internal employees contact AskGS to be directed to your accommodation resource.
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Required Skills:
Preferred Skills:
Applications Support, Communication, Customer Centricity, Customer Experience Management, Customer Support, Customer Support Operations, Customer Support Trends, Innovation, Issue Escalation, Problem Solving, Process Oriented, Product Knowledge, Service Request Management, Technical Support, Technical Troubleshooting, Technology Quotient