Product Support Engineer - Medical Device Service

Johnson & Johnson · Santa Clara · $91,000–$147,200 (stated in the posting)

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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 jnj.com

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world.  We provide an inclusive work environment where each person is considered as an individual.  At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

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About MedTech

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

Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

The Product Support Engineer (PSE) acts as the primary technical liaison between internal technical groups (Engineering/Quality/Manufacturing) and the various internal and external sub departments of the Service organization. Responsible for new product service readiness, install base sustaining support, life cycle and change management, product technical training and service documentation.

RESPONSIBILITIES

Under limited supervision and in accordance with all applicable federal, state and local laws/regulations and Corporate Johnson & Johnson, procedures and guidelines, this position includes the following core responsibilities:

• Develop and implement service strategies and plans for new products and upgrades, including, but not limited to, new product technical training, service documentation, collateral, training content, manuals and spare parts.
• Play an active role in the product development process by providing recommendations on design for serviceability, service tooling requirements, and field service training.
• As a product a support expert, serve as the Tier 2 escalation resource for complex technical related issues in the field. Occasionally provide on-site support to field service engineers (FSE’s) to resolve unusually complex or urgent product failures and validate service tools.
• Create training materials and provide training in a variety of settings and formats including lab, classroom, and field environments, webinars, and e-Learning.
• Proactively update service procedures to incorporate changes in product design, service tools, assembly methods, and feedback from the field.
• Act as a consultant to the Engineering design group to ensure that service objectives are met.
• Develop service knowledge content for new and existing products as well as product upgrades.
• Monitor service and reliability data from the field as well as management reports and repair center feedback. Develop programs utilizing feedback and technical knowledge which effectively utilize department resources and reduces customer down time.
• Evaluate the impact of engineering changes on the support of product in the field.
• Escalate field issues to internal engineering groups as appropriate.
• Develop knowledge database articles intended to communicate system issues and notices to the field.
• Verify all field service engineers are properly trained on any new procedures.

QUALIFICATIONS

• Bachelor’s degree in Engineering or a combination of equivalent education and training.
• 5+ years’ experience in Field Service, Technical Support, or Manufacturing
• Experience with Electronic Documentation systems. Agile preferred.
• Excellent written and verbal communication and presentation skills.
• Must possess a basic understanding of GMP/ISO.
• Effective analytical and problem-solving skills.
• Ability to translate and simplify problems of considerable scope and complexity into manageable tasks with measurable requirements.
• An approachable individual who prides him or herself on providing a high level of service and support.
• Must be highly organized with the ability to manage multiple projects/tasks simultaneously and effectively prioritize projects and tasks.
• Must demonstrate proficiency in Windows O/S and in all Microsoft Office applications.

• Must be a self-starter and capable of working effectively with little supervision and be capable of identifying and driving individual projects.

DESIRED EXPERIENCE

• Minimum of 2 years’ experience in Engineering Role or equivalent experience supporting a service organization preferred.
• Medical Device industry experience preferred.
• SAP and Salesforce experience preferred.
• Project management certification or equivalent experience a plus

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 & 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, external applicants please contact us via https://www.jnj.com/contact-us/careers , internal employees contact AskGS to be directed to your accommodation resource.

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