At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at https://www.jnj.com **Job Function:** Customer Management **Job Sub** **Function:** Non-Technical Customer Service **Job Category:** People Leader **All Job Posting Locations:** Irvine, California, United States of America **Job Description:** Johnson and Johnson MedTech, Electrophysiology is seeking a Sr. Manager, Customer Support to join the team in Irvine, CA. Sr. Manager, Customer Support plays a critical leadership role within the Electrophysiology (EP) US Commercial organization and serves as a member of the EP US Commercial Operations leadership team. This individual is responsible for leading and managing the customer support team for EP and for managing 3rd party OTC relationships, both internal and external to J&J. This individual is responsible for leading and managing the customer service team supporting US field sales organizations within EP. Responsibilities include leading the Capital order management process, handling the relationship and performance of order to cash service providers (internal to J&J and external) and directing the administration of capital and services including installation coordination with sales and services organizations. In addition, this leader will provide strategic direction for the development and implementation of customer service systems and ensuring customer satisfaction. This role requires close and consistent collaboration with Sales, Service, Marketing, Finance, Compliance, Supply Chain and manufacturing to ensure the interests of the purchasing customers and sales organization are well represented to ensure customer satisfaction scores, compliance requirements are consistently met and exceeded. **DUTIES & RESPONSIBILITIES** Under general supervision and in accordance with all applicable federal, state and local laws/regulations and Corporate Johnson & Johnson, procedures and guidelines, this position: Manages the below noted functions either directly or indirectly through supervision of department associates: + Leading the Capital order management process for EP; managing the relationship, performance and contract renewal of order to cash service providers both internally and externally. + Directing associates in the development and implementation of programs, initiatives, and tools that use appropriate metrics and facilitate the accomplishment of commercial sales, service, and marketing goals. + Oversee ordering system and coordinate with the Order entry team, Supply Chain, and Distribution as necessary. + Coordinate with Marketing to ensure promotional activities and program execution are compliant and executed in a timely manner. + Develop customer service strategies and partner with business partners to deliver continuously improving results. + Meets as needed with field sales associates, sales management, legal department and others as needed to discuss program requirements. + Partner and support the commercial marketing teams, corporate account teams, contracts and contract administration teams in the development and execution of commercial programs, performance management and audit management. + Third-party vendor management (e.g., governance, contract performance, dispute management). + Inventory management (Samples, Evaluation, etc.). + Compliance responsibilities include GCC, HCC and SOX compliance. + Liaise interdepartmentally to collaboratively resolve Customer/Field Sales facing issues. + Ensure service level agreement (SLA) targets are met or exceeded. + Establishes and maintains all department metrics. + Responsible for communicating business-related issues or opportunities to the next management level. + Coach, develop, and mentor the Customer Support team members. + Responsible for ensuring the Customer Support team follow all Company guidelines related to Health, Safety and Environmental practices and that all resources needed to do so are available and in good condition. + Responsible for ensuring personal and Company compliance with all Federal, State, local and Company regulations, policies, and procedures. + Performs other duties assigned as needed. **QUALIFICATIONS:** + Bachelor’s degree in business, Finance, Sales & Marketing, Health Care Compliance, or related field strongly required. + 8 years’ experience in Health Care Customer Service, Marketing/Sales, 3-5 years’ experience in the health care field required. + A minimum of 5 years’ supervisory experience. + Demonstrated ability to supervise associates within a fast-paced sales / customer focused environment. + Advanced experience with MS Office, Excel skills at advanced level preferred. The Company maintains highly competitive, performance-based compensation programs. Under current guidelines, this position is eligible for an annual performance bonus in accordance with the terms of the applicable plan. The annual performance bonus is a cash bonus intended to provide an incentive to achieve annual targeted results by rewarding for individual and the corporation’s performance over a calendar/performance year. Bonuses are awarded at the Company’s discretion on an individual basis. · + Employees and/or eligible dependents may be eligible to participate in the following Company sponsored employee benefit programs: medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance. + Employees may be eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)). + This position is eligible to participate in the Company’s long-term incentive program. + Employees are eligible for the following time off benefits: + Vacation – up to 120 hours per calendar year + Sick time - up to 40 hours per calendar year; for employees who reside in the State of Washington – up to 56 hours per calendar year + Holiday pay, including Floating Holidays – up to 13 days per calendar year of Work, Personal and Family Time - up to 40 hours per calendar year + Additional information can be found through the link below. https://www.careers.jnj.com/employee-benefits The compensation and benefits information set forth in this posting applies to candidates hired in the United States. Candidates hired outside the United States will be eligible for compensation and benefits in accordance with their local market. 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 and 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, please email the Employee Health Support Center(ra-employeehealthsup@its.jnj.com) or contact AskGS to be directed to your accommodation resource. **The anticipated base pay range for this position is :** $120,000 to $207,000 Additional Description for Pay Transparency: