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Job Function:
Customer Management
Job Sub Function:
Technical Field 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, located in Bogota, Colombia
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
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, 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:
Accountability, Analytical Reasoning, Communication, Customer Empathy, Customer Service, Customer Support, Customer Support Operations, Customer Support Trends, Data Reporting, Detail-Oriented, Equipment Maintenance, Innovation, Issue Escalation, IT Service Desk, Process Oriented, Project Management Office (PMO), SAP Field Service Management, Service Request Management