Specialist Training and Coaching

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Job Function: Sales Enablement

Job Sub Function: Customer Success Management

Job Category: Professional

All Job Posting Locations: Palm Beach Gardens, Florida, United States of America, Raritan, New Jersey, United States of America, Raynham, Massachusetts, United States of America, West Chester, Pennsylvania, United States of America

DePuy Synthes is recruiting for a Specialist Training and Coaching; this Hybrid position will be in Raritan, NJ (USA). Alternate Hybrid locations may be considered at Raynham, MA (USA), West Chester, PA (USA), or Palm Beach Gardens, FL (USA).

Johnson & Johnson announced plans to separate our Orthopedics business to establish a standalone orthopedics 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.

The Specialist Training and Coaching role combine customer service subject-matter expertise with training, quality monitoring, coaching, and data-driven process improvement. The position acts as the go-to SME for policies/procedures, supports complex employee and customer inquiries, leads training initiatives, performs quality monitoring, takes corrective action to identify and close performance gaps. The role supports strategic change and continuous improvement.

• Serve as a Customer Service Subject Matter Expert on internal and operating companies' policies and procedures.
• Provide support for more complex customer order/inquiry-related issues.
• Conduct troubleshooting as required.
• Support business model changes and strategic initiatives.
• Represent department's needs/concerns on applicable projects.
• Assist by answering phone calls on the employee helpline.

• Communicate relevant franchise information/updates and/or employee error notifications to Customer Service employees.
• Monitor and provide timely responses to inquiries, errors etc. received via Training and Coaching-email.
• Update applicable documentation (e.g. SOP's, WI's, OCP&P, training manual)-

• Monitor audio and video of phone calls and electronic transactions to ensure compliance with Customer Service standards, policies, and procedures.
• Document evaluation on scorecard and enter data into centralized database.
• Identify…