Service Innovation Engineer

Johnson Johnson; Santa Clara (CA); On-site; USD 110,000 - 160,000; Full time

Job summary

Johnson & Johnson's Robotics & Digital Surgery chapter in Santa Clara, CA is seeking a Service Innovation Engineer. You will work with multi-functional partners to support product development, serviceability, and field troubleshooting in a regulated medical device environment.

Key responsibilities include documenting improvements, supporting all product lifecycle phases, and developing tools to reduce downtime while maintaining strong cross-functional communication and project management skills.

Qualifications

• Bachelor's degree in Engineering, Computer Science, or equivalent.
• 4+ years of experience in Field Service, Technical Support, Manufacturing Engineering, Product Support Engineering, R&D, or related role.
• Experience with Python and SQL.
• Experience in a regulated industry (Medical Device / Aerospace).
• Experience with PLM systems.
• Excellent written and verbal communication and presentation skills.
• Proficient in Windows OS and MS Office.

Responsibilities

• Collaborate with cross-functional partners to design for serviceability and tooling.
• Document product/process improvements and propose solutions.
• Support all phases of product lifecycle development.
• Develop programs using feedback and technical knowledge to reduce customer downtime.
• Serve as escalation resource for complex technical issues in the field.
• Manage service procedures for design changes and field feedback.
• Monitor service data to drive design improvements.
• Create knowledge base articles about system issues.
• Build relationships with internal and external partners for troubleshooting.

Skills

Python

SQL

Communication

Problem solving

Organization

Self-motivation

Windows OS

Microsoft Office

Education

Bachelor's degree in Engineering or Computer Science

Tools

PLM systems

Databricks

AWS

ERP

CRM

Agile PLM

Job description

Job Function:

R&D Product Development

Job Sub Function:

R&D Process Engineering

Job Category:

Scientific/Technology

All Job Posting Locations:

Santa Clara, California, United States of America

Job Description:

Robotics & Digital Surgery, part of the Johnson & Johnson family of companies, is recruiting for a Service Innovation Engineer located in Santa Clara, CA.

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

What You'll Do:

• Work closely with the multi-functional partners in support of the product development process by providing recommendations on design for serviceability, service tooling requirements, and service training.
• Identify and document potential product and process improvements and suggest solutions.
• Provide support for all phases of product lifecycle development.
• Develop programs using feedback and technical knowledge which effectively apply department resources and reduces customer downtime.
• Serve as the Final Tier escalation resource and subject matter product expert, for complex technical related issues in the field.
• Manage service procedures to incorporate changes in product design, service tools, assembly methods, and feedback from the field.
• Monitor service and reliability data to drive design improvements.
• Develop knowledge database articles intended to communicate system issues and notices to the field.
• Develop and maintain relationships with external and internal partners to ensure effective skills for troubleshooting sophisticated electro-mechanical systems.

Required Education:

• Bachelor's degree in Engineering, Computer Science, or a combination of equivalent work experience, education and training.

Required Skills & Experience:

• 4+ years of experience in Field Service, Technical Support, Manufacturing Engineering, Product Support Engineering, R&D, or related role.
• Experience with Python and SQL.
• Experience working in a regulated industry, such as Medical Device and/or Aerospace experience.
• Experience with Project Lifecycle Management (PLM) systems.
• Excellent written and verbal communication and presentation skills.
• Ability to translate and simplify problems of considerable scope and complexity into manageable tasks with measurable requirements.
• Effective analytical and problem-solving skills.
• Must demonstrate proficiency in Windows O/S and in all Microsoft Office applications.
• Must be highly organized with the ability to manage numerous projects/tasks simultaneously and effectively prioritize projects and tasks.
• Must be a self-starter and capable of working effectively with little supervision and be capable of identifying and driving individual projects.
• An approachable individual who prides themselves on providing a high level of service and support

Other Requirements:

• Ability to travel up to 15% domestic US and Internationally, with overnight stay.

Preferred Skills & Experience:

• Experience with cloud software applications (Databricks/AWS)
• Have a basic understanding of GxP / ISO.
• Experience with Agile Project Lifecycle Management (PLM) systems.
• ERP and CRM experience.
• Project management certification (PMP).

Work Environment:

• This position operates in a laboratory/assembly environment.
• This role routinely uses standard office equipment such as computers, phones, and photocopiers.

Physical Demands:

• May require lifting of up to 50 lbs. and operation of hoisting equipment for heavier loads
• May require prolonged periods of standing, bending, sitting, and