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Business Support - Field Systems

Location: Plainsboro, NJ
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Job Role: Business Support – Field Force Inquiry Resolutions 

The Call Plan and Systems Training team is responsible for: 

• The development and delivery of training to the various field force users of multiple systems (including Customer Relationship Management and Business Intelligence analytics applications), 
• Supporting all field forces by hosting a website that serves as an information repository for all aspects of their jobs and a help desk for resolving any issues they may experience, 
• Being the system owner for the field force feedback tool for Call Planning and Customer Alignment. 

Essential Duties: 

• Support and respond to field force inquiries related to CE Operations, specifically in the areas of Call Planning, Incentive Compensation and Data Reporting 
• Escalate field inquiries that may require more in-depth follow-up and final resolution with field employees 
• Identify and propose website enhancements, site announcements/alerts and assist with their implementation 
• Ensure content of physical and virtual resources housed on the field force resource site are up to date and relevant 
• Prepare reports detailing data on number of tickets submitted, their category areas and times to resolution 

• Collaborate with Data & Systems Operations Teams, Field Force Strategy COE, and IT to continuously develop and improve the field force inquiry system for users 
• Interface regularly with the respective business areas to ensure a strong knowledge base in the different home office and field processes (e.g. call plan, incentive compensation, field reports, data deliverables, physician data) 
• Participate in business operations meetings to maintain a depth of knowledge for responding to the field in a timely manner. Meet regularly with business owners to have the most up-to-date information for FAQ database in each respective area 
• Establish a strong working rapport with the website developer who works for the team out of the Global Service Center (Bangalore, India) 
• Participate in ticket audit meetings with the respective business areas to ensure issues are being properly triaged, managed and accurately resolved in a timely manner 
• Assist in creation and scheduling for user satisfaction surveys and summarize results 

Minimum Requirements: 
• Two years of experience in the Pharmaceutical industry or an understanding/familiarity of the different business areas supported by this team 
• Experience working in/or supporting one or more of the following areas: sales, training, customer service 
• A Bachelor’s degree in a related field 
• Proficiency with MS Office Tools 
• Written communication skills 
• Strong ability to work both independently and in teams 
• Detail-oriented 
• Time management skills and the ability to set priorities 
• Experience with Veeva CRM and Salesforce.com tools a plus

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