Customer Care Analyst – Field Service Support

About the role

Johnson & Johnson is seeking a Customer Care Analyst to join the DePuy Synthes team in São Paulo. The analyst will support the Commercial Field Service organization by coordinating service requests, orders, installations, and repairs, ensuring timely and accurate execution.

Key responsibilities

• Analyze and monitor field service activities, including request status, response times, and resolution trends.
• Serve as the primary coordination point between customers, field service engineers, distributors, and commercial teams.
• Support order processing, service scheduling, and case management with a focus on accuracy and compliance.
• Generate and maintain service reports, dashboards, and performance metrics for operational decisions.
• Identify service trends, recurring issues, and improvement opportunities, escalating insights to leadership.
• Partner with Commercial and Field Service teams on installations, repairs, returns, and spare‑parts coordination.
• Ensure all activities comply with company policies, quality standards, and regulatory requirements.

Required profile

• Bachelor’s degree in Business Administration, Engineering, Supply Chain, Health Sciences, or a related field.
• 2‑4 years of experience in customer care, customer service operations, or field service support.
• Coursework or training in customer service, operations, or data analysis is a plus.

Required skills

What we offer

• Opportunity to work for a global healthcare leader.
• Collaborative environment that values diversity and inclusion.
• Professional development and career growth within Johnson & Johnson.