Product Support Engineer - Medical Device Service

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

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

Job Function

Quality

Job Sub Function

Customer/Commercial Quality

Job Category

Professional

All Job Posting Locations

Santa Clara, California, United States of America

Job Description

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