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Job Function: Customer Management
Job Sub Function: Technical Customer Service
Job Category:Business Enablement/Support
All Job Posting Locations:Bogotá, Distrito Capital, Colombia
Job Description:DePuy Synthes is recruiting for a Customer Care Analyst NC, located in Bogota, Colombia
Job Overview
The Customer Care Analyst NC supports the commercial Field Service organization by coordinating service requests, managing customer interactions, and ensuring accurate, timely execution of service-related processes. This role plays a key part in delivering a positive customer experience for hospitals, clinics, and distributors while supporting service engineers and commercial teams. It is an excellent opportunity to build foundational experience in customer care and operations within a leading medical technology organization.
Key Responsibilities
- Receive, log, and coordinate field service requests from internal teams and external customers, ensuring timely and accurate handling.
- Serve as a primary point of contact for service-related inquiries, providing clear communication and status updates.
- Support scheduling and coordination of field service activities, including follow-ups and documentation.
- Maintain accurate records in service management and customer relationship systems.
- Collaborate closely with Field Service Engineers, Commercial teams, and Customer Service colleagues to resolve issues efficiently.
- Ensure compliance with DePuy Synthes and Johnson & Johnson policies, quality standards, and Credo values in all interactions.
- Identify recurring issues or process gaps and escalate or suggest improvements as appropriate.
Qualifications
Education:
- Required: Technical degree or Associate's degree in Business Administration, Operations, Healthcare Administration, or a related field.
- Preferred: Bachelor's degree in Business, Healthcare Management, or a related discipline.
Experience and Skills:
Required:
- 4-6 years of experience in customer service, customer care, operations, or administrative support roles.
- Strong customer focus with clear, professional communication skills.
- Ability to manage multiple requests and priorities in a fast-paced environment.
- Basic proficiency with Microsoft Office tools (Excel, Outlook, Word).
- Attention to detail and accuracy in data entry and documentation.
- Ability to work effectively in a team-based, cross-functional environment.
Preferred:
- Experience supporting field service, technical service, or commercial operations.
- Exposure to service management or CRM systems (e.g., SAP, Salesforce, or similar).
- Experience in healthcare, medical devices, or regulated industries.
- Basic understanding of service logistics, order management, or case management processes.
- Demonstrated ability to identify process improvements or efficiency opportunities.
Other:
- Language: Spanish (fluent) required; basic English proficiency preferred.
- Travel: Minimal; primarily office-based (<10%).
- Certifications: None required.
- Driver's license: Not 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:Accelerating, Accountability, Applications Support, Communication, Customer Centricity, Customer Experience Management, Customer Retentions, Customer Support, Customer Support Operations, Customer Support Trends, Issue Escalation, Problem Solving, Process Oriented, Product Knowledge, Service Request Management, Technical Support, Technical Troubleshooting
