Professional, Service & Repair

This role supports Service & Repair operations by enabling accurate, efficient, and technology‑enabled customer service processes. The Professional, partners 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 operations and  reports into the DePuy Synthes Technology organization. 

Key Responsibilities 

• Support service and repair operations by maintaining accurate records 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 service‑related system or process issues. 

• Lead the application of AI, advanced analytics, and automation to modernize commercial platforms, enhancing customer engagement, pricing and revenue optimization, and data‑driven decision‑making while 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. 

• Assist with 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 

• Bachelor’s degree required, preferably in Information Systems, Business, Operations, Supply Chain, Engineering, or a related field. 

Experience and Skills 

Required 

• 2-4 years 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 of service & repair workflows, customer service operations, and cross‑functional business processes; strong attention to detail and data accuracy. 

• Demonstrates accountability, collaboration, and a willingness to learn; communicates effectively with cross‑functional partners and supports team objectives. 

• 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 fast‑paced 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/work‑order systems. 

• Familiarity with process improvement methodologies and service‑related performance metrics (KPIs). 

• Ability to proactively identify issues, suggest improvements, and collaborate with peers or junior team members. 

• Experience working in cross‑functional or matrixed environments. 

Other 

• Language: English proficiency required. 

• Travel: Minimal travel may be required (generally less than 10%, primarily domestic). 

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