Customer Care Analysts

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 Management Job Sub Function: Technical Customer Service Job Category: Business Enablement/Support All Job Posting Locations: Las Condes, Santiago,, Region Metropolitana de Santiago, Chile Job Description: DePuy Synthes is recruiting for a Customer Care Analyst , located in Las Condes, Chile Job Overview The Customer Care Analyst plays a critical role in supporting DePuy Synthes customers by ensuring accurate , timely , and compliant coordination of field service activities. This role partners closely with Field Service Engineers, Commercial teams, and internal operations to manage service requests, contracts, and customer communications. The position directly impacts customer satisfaction, service efficiency, and business continuity by enabling high‑quality service delivery across the commercial organization. Key Responsibilities Serve as the primary point of contact for customer service inquiries related to field service and commercial support activities. Coordinate and schedule field service requests, ensuring timely assignment and follow‑up with Field Service Engineers. Process service orders, service contracts, and related documentation accurately within internal systems. Monitor service performance, order status, and resolution timelines, proactively addressing issues or delays. Collaborate with Commercial, Supply Chain, and Finance teams to support invoicing , contract compliance, and customer billing inquiries. Maintain accurate customer and service data to ensure compliance with internal policies and regulatory requirements. Prepare routine reports and service metrics to support operational reviews and continuous improvement initiatives. Support process improvements that enhance customer experience and field service efficiency. Qualifications Education Bachelor’s degree required , preferably in Business Administration, Operations, Supply Chain, or a related field. Experience and Skills Required: Minimum 4-6 years of experience in customer service, operations, or commercial support roles within a corporate or regulated environment. Experience supporting field service, technical service, or commercial operations teams. Strong customer focus with the ability to manage multiple priorities and deadlines effectively. Proficiency with ERP/CRM systems and Microsoft Office tools (Excel, Outlook, Teams). Strong attention to detail and ability to maintain accurate records and documentation. Clear written and verbal communication skills with internal and external stakeholders. Preferred: Experience in the medical devices, healthcare, or life sciences industry. Prior exposure to service contracts, invoicing, or commercial order management. Experience working with cross‑functional teams in a matrixed organization. Knowledge of service performance metrics and continuous improvement practices. Familiarity with compliance‑driven or regulated business environments. Other : Languages: Spanish (fluent) required ; English (intermediate or higher) preferred. Travel: Limited domestic travel may be required (up to 10%). Certifications: None required . For more information on how we support the whole health of our employees throughout their wellness, career, and life journey, ple