Professional, Service & Repair

This role supports Service & Repair operations by enablingaccurate efficient and technologyenabled customer service processes. TheProfessionalpartners with service teams field service engineers IT and commercial stakeholders to ensure service data integrity system effectiveness and continuous improvement of customer service experiences. The role plays a meaningful part in improving operational performance and customer satisfaction across DePuy Synthes service operationsandreportsinto the DePuy Synthes Technology organization.

Key Responsibilities

• Support service and repair operations bymaintainingaccuraterecords within service management CRM and commercial technology systems (including customer asset entitlement order and repair data).

• Analyze routine service and repair metrics (e.g. turnaround time backlog service trends) to support operational reporting and improvement initiatives.

• Act as a liaison between customer service field service IT and commercial teams to resolve servicerelatedsystemor process issues.

• Lead the application of AI advanced analytics and automation to modernize commercial platforms enhancing customer engagement pricing and revenueoptimization anddatadrivendecisionmakingwhile driving scalable and compliant commercial execution across sales marketing and customer operations.

• Provide operational and administrative support for service activities including order processing repair tracking and service documentation.

• Assistwith the execution of projects programs and process improvements supporting service & repair operations.

• Support compliance with internal quality regulatory and data integrity standards related to service operations.

• Prepare and distribute routine service performance reports and dashboards for internal stakeholders.

Qualifications

Education

• Bachelors degree preferably in Information Systems Business Operations Supply Chain Engineering ora relatedfield.

Experience and Skills

• 2-4years of relevant experience supporting customer service service operations IT systems or commercial technology environments.

• Technical skills: Working knowledge of service management systems CRM platforms ERP tools or related commercial/service technologies; ability to analyze basic datasets and generate reports.

• Understanding ofservice & repair workflows customer service operations and crossfunctional business processes; strong attention to detail and data accuracy.

• Demonstrates accountability collaboration and a willingness to learn;communicateseffectively with crossfunctional partners and supports teamobjectives.

• Strong written and verbal communication skills with the ability to document processes and explain technical or operational issues clearly.

• Ability to manage multiple tasks under close supervision while meeting deadlines in a fastpaced service environment.

Preferred

• Experience supporting service & repair field service customer operations or commercial technology teams in a regulated or medical device environment.

• Exposure to service analytics data visualization tools or ticketing/workorder systems.

• Familiarity with process improvement methodologies and servicerelated performance metrics (KPIs).

• Ability to proactivelyidentifyissues suggest improvements and collaborate with peers or junior team members.

• Experience working in crossfunctional or matrixed environments.

Other

• Language: Englishproficiency.

• Travel: Minimal travel may be(generally lessthan 10% primarily domestic).

• Certifications: IT data or service management certifications are preferred but not.