Product Support Engineer

At Johnson & Johnsonwe believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented treated and curedwhere treatments are smarter and less invasive andsolutions are 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 more at

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Job Description:

Location: Santa Clara California United States of America

Title: Product Support Engineer

Position Summary:

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.

Key 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 (FSEs) 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.

About MedTech

Fueled by innovation at the intersection of biology and technology were 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 are searching for the best talent for Product Support Engineer to be in Santa Clara CA.

Purpose:

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.

You will be responsible for:

• 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 (FSEs) 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.

Qualifications / Requirements:

Qualifications/Education

• Bachelors degree in Electronic Engineering or a combination of equivalent education and training.

Required Skills and Experience:

• 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.

Preferred

• 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.

Additional Information:

The anticipated base pay range for this position is $91000 to $147200.

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 corporations performance over a calendar/performance year. Bonuses are awarded at the Companys 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 Companys consolidated retirement plan (pension) and savings plan (401(k)).
• This position is eligible to participate in the Companys 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; for employees who reside in the State of Washington up to 56 hours per calendar year
  • Holiday pay including Floating Holidays up to 13 days per calendar year of Work Personal and Family Time - up to 40 hours per calendar year
• Additional information can be found through the link below. compensation and benefits information set forth in this posting applies to candidates hired in the United States. Candidates hired outside the United States will be eligible for compensation and benefits in accordance with their local market.

  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 and 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 please email the Employee Health Support Center () or contact AskGS to be directed to your accommodation resource

  Required Skills:

  Preferred Skills:

  Audit Management Business Behavior Coaching Compliance Management Continuous Improvement Data Analysis Detail-Oriented Goal Attainment Internal Controls Issue Escalation Problem Solving Process Oriented Quality Control (QC) Quality Management Systems (QMS) Quality Standards Regulatory Environment

  The anticipated base pay range for this position is :

  The anticipated base pay range for this position is $91000 to $147200.

  Additional Description for Pay Transparency:

  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 corporations performance over a calendar/performance year. Bonuses are awarded at the Companys 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 Companys consolidated retirement plan (pension) and savings plan (401(k)). This position is eligible to participate in the Companys 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; for employees who reside in the State of Washington up to 56 hours per calendar year Holiday pay including Floating Holidays up to 13 days per calendar year of Work Personal and Family Time - up to 40 hours per calendar year Additional information can be found through the link below. The compensation and benefits information set forth in this posting applies to candidates hired in the United States. Candidates hired outside the United States will be eligible for compensation and benefits in accordance with their local market.