Customer Care Analysts

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 deliveringtimelyaccurate and customerfocused 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 hasdirectimpact on customer satisfaction service reliability and commercial performance by enabling datadriven decisions and smooth daytoday operations.

Key Responsibilities

• Analyze andmonitorfield 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 servicerelated inquiries.

• Support order processing service scheduling and case management ensuring accuracy compliance andtimelyfollowup.

• Generate andmaintainservice and customer care reports dashboards and performance metrics to support operational decisions.

• Identifyservice trends recurring issues andimprovementopportunities and escalate insightstoleadership asappropriate.

• Partner with Commercial and Field Service teams to support installations repairs returns and spareparts coordination.

• Ensure all activitiescomply withcompany policies quality standards and regulatory requirements.

• Apply Johnson & Johnsons Credo and Leadership Imperatives in all customer and internal interactions.

Qualifications

Education

• Bachelors degree in Business Administration Engineering Supply Chain Health Sciences ora relatedfield (required).

• Coursework or training in customer service operations or data analysis (preferred).

Experience and Skills

Required:

• 2-4years 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 crossfunctional teams.

• Strong attention to detail and ability to manage multiple priorities in a fastpaced 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 distributorbased environment.

• Proficiencyin Excel and reporting or dashboard tools.

Other:

• Languages:Portuguese (fluent); English (intermediate) preferred.

• Travel: Minimal; occasional local travel may beto support field service activities.

• Certifications: None.