Service Solutions Coordinator

Service Coordinator, MONARCH™ Platform

Johnson & Johnson MedTech is recruiting for a Service Coordinator, MONARCH™ Platform, based in Santa Clara, CA. Remote work may be considered on a case-by-case basis, subject to company approval.

Fueled by innovation at the intersection of biology and technology, we're developing the next generation of smarter, less invasive, more personalized treatments.

Are you passionate about improving and expanding the possibilities of surgery? Ready to join a team that's reimagining how we heal? Our Surgery team will give you the chance to deliver surgical technologies and solutions to surgeons and healthcare professionals around the world. Your contributions will help effectively treat some of the world's most prevalent conditions such as obesity, cardiovascular disease and cancer. Patients are waiting.

Your unique talents will help patients on their journey to wellness.

Key Responsibilities:

• Managing the RMA process for MONARCH service activities.
• Generating T&M quotes for covered and uncovered events.
• Order entry for service contracts in SAP/Salesforce.
• Assisting with debit/credit/invoice discrepancies related to Service Contracts and Field Replaceable Units (FRUs) orders.
• Managing Install Base Record creation/deletion/updates in coordination with Field Service visits.
• Coordinating system installs/transfers/updates/upgrades/rental conversions in coordination with the Field Service team.
• Maintaining Asset records for all assets in the field.
• Assisting with scheduling and record keeping of Field Actions.
• Generating and maintaining cross-functional system process documentation.
• Password management for all Field Service activities.
• Subject Matter Expert on relevant service business systems SAP/Salesforce/Agile.
• Assist in the development and implementation of new service coordination processes and business systems improvements, I.e. Microsoft Dynamics.
• Assist with process documentation submissions and creation and management of electronic service forms.

Required Qualifications:

• Associate's degree in business administration or relevant focus area and/or equivalent work experience.
• A minimum of 2+ years of work experience in a technical or customer service role.
• Ability to translate and simplify problems of considerable scope and complexity into manageable tasks with measurable requirements.
• Experience working in a regulated environment and with medical devices or laboratory instrumentation.
• Excellent written and verbal communication and presentation skills.
• Effective analytical and problem-solving skills.
• An approachable individual who prides him or herself on providing a high level of service and support.
• Calm under pressure, can excel and thrive in a fast-paced environment.
• Must be highly organized with the ability to manage numerous projects/tasks simultaneously and effectively prioritize projects and tasks.
• Must demonstrate proficiency in Windows O/S and in all Microsoft Office applications.
• Direct experience working in MONARCH™ specific business systems including Salesforce.com service application.
• Occasional evening and weekend work may be required as job duties demand.
• Willingness to travel up to 10% of the time domestically.
• Proficient in keyboard/typing, Microsoft Office Suite, and adaptable to learning and applying new software.
• Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) experience.

Preferred:

• Experience working in regulated environment in compliance to ISO 13485 and 21 CFR 820.
• Experience working with medical devices.
• SAP and Salesforce experience

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
• Holiday pay, including Floating Holidays – up to 13 days per calendar year
• Work, Personal and Family Time - up to 40 hours per calendar year

This job posting is anticipated to close on 09/14/25. The Company may however extend this time-period, in which case the posting will remain available on https://www.careers.jnj.com to accept additional applications.

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.

The anticipated base pay range for this position is $63,000.00 to $102,350.00. Additional Description for Pay Transparency: The anticipated base pay range for this position in the San Francisco Bay Area is $73,000.00 to $117,300.00.