Professional, Customer Service Systems

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Technology Product & Platform Management

Technical Product Management

Scientific/Technology

Palm Beach Gardens, Florida, United States of America, Raritan, New Jersey, United States of America, Raynham, Massachusetts, United States of America, Warsaw, Indiana, United States of America, West Chester, Pennsylvania, United States of America

DePuy Synthes is recruiting for a Professional, Customer Service Systems, located in Raynham, MA;
Raritan, NJ;
West Chester, PA;
Palm Beach Gardens, FL; OR Warsaw, IN.

This role supports the reliability, performance, and continuous improvement of customer‑facing service systems that enable commercial and customer service operations. The Professional, Customer Service Systems partners with IT, Commercial Technology, and business stakeholders to support system functionality, analyze issues, and improve processes that directly impact customer experience, order fulfillment, and service efficiency. This position offers exposure to enterprise systems, cross‑functional collaboration, and meaningful contributions to customer satisfaction in a global Med Tech organization and reports into the DePuy Synthes Technology organization.

• Support day‑to‑day operations of customer service–related systems, ensuring stability, data accuracy, and timely issue resolution.
• Analyze system incidents, service requests, and recurring issues; document root causes and support corrective actions.
• Partner with Customer Service, Commercial, and IT teams to translate business needs into system requirements and enhancements.
• 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.
• Assist with system configuration, testing, validation, and deployment activities in alignment with IT and quality standards.
• Monitor system performance and service metrics, preparing reports and insights to support continuous improvement initiatives.
• Support data integrity, user access management, and compliance with internal controls and governance requirements.
• Contribute to documentation, knowledge articles, and user support materials for customer service systems.
• Collaborate with vendors and internal technical teams to resolve system issues and support upgrades or enhancements.

• Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, or a related field (required).
• Coursework or concentration in systems, analytics, or business process management (preferred).

• 2-4 years of experience supporting business applications, customer service systems, or IT service operations in a corporate environment.
• Technical skills in application support, incident management, and basic system configuration or testing within enterprise platforms (e.g., CRM, order management, or customer service tools).
• Working knowledge of IT service management concepts such as ticketing, SLAs, change management, and root cause analysis.
• Strong business skills, including requirements gathering, process documentation, and the ability to translate…