Product Support Engineer - Field & Training Expert

Biopharma Careers; Santa Clara (CA); On-site; USD 90,000 - 150,000; Full time

Job summary

Johnson & Johnson MedTech seeks a Product Support Engineer to act as the primary technical liaison between Engineering/Quality/Manufacturing and service organizations. You will drive readiness for new products, sustain base support, manage life cycle and changes, and deliver comprehensive technical training and service documentation.

In this role you will create training materials, support field service engineers, update procedures with both product changes and field feedback, and collaborate

Qualifications

• Excellent written and verbal communication and presentation skills.
• Effective analytical and problem-solving skills.
• Must be highly organized with the ability to manage multiple projects/tasks.
• Must possess a basic understanding of GMP/ISO.

Responsibilities

• Develop and implement service strategies and plans for new products and upgrades.
• Provide recommendations on design for serviceability and field service training.
• Serve as Tier 2 escalation resource for complex technical issues in the field; provide on-site support as needed.
• Create training materials and deliver training in various settings and formats (lab, classroom, webinars, e-Learning).
• Update service procedures to reflect product design changes and field feedback.
• Act as a consultant to the Engineering design group to meet service objectives.
• Develop service knowledge content for products and upgrades.
• Monitor field service data and management reports to optimize resources and reduce downtime.
• Evaluate impact of engineering changes on field support and escalate issues as appropriate.
• Develop knowledge articles for communicating system issues to the field.
• Ensure field service engineers are trained on new procedures.

Skills

Communication skills

Presentation skills

Analytical thinking

Organization

Education

Bachelor's degree in Engineering

Tools

Agile

Electronic documentation systems

Job description

Johnson & Johnson MedTech seeks a Product Support Engineer to act as the primary technical liaison between Engineering/Quality/Manufacturing and service organizations. You will drive readiness for new products, sustain base support, manage life cycle and changes, and deliver comprehensive technical training and service documentation.

In this role you will create training materials, support field service engineers, update procedures with both product changes and field feedback, and collaborate