Product Support Engineer – Energy

Johnson & Johnson Innovative Medicine•Cincinnati, OH

5d•Hybrid

About The Position

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. Johnson & Johnson is recruiting for a Product Support Engineer – Energy to join our MedTech Surgery business located at our Cincinnati, OH site. #Li-Hybrid About Surgery Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments. Are you passionate about improving and expanding the possibilities of surgery? Ready to join a team that’s reimagining how we heal? Our Surgery team will give you the chance to deliver surgical technologies and solutions to surgeons and healthcare professionals around the world. Your contributions will help effectively treat some of the world’s most prevalent conditions such as obesity, cardiovascular disease and cancer. Patients are waiting! Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech Job Summary: The Energy Product Support Engineer (PSE) acts as the primary technical liaison between internal technical groups (Engineering/Quality/Manufacturing/Service) for service processes and activities that shape the customer experience, such as field and depot service. The Energy PSE is responsible for collaborating with new product development and lifecycle/sustaining engineering teams to provide field serviceability requirements, install-base sustaining support, product life cycle support, change management, tier 2 technical support, field and depot service technical bulletins, field and depot service knowledge transfer and field and depot service documentation.

Requirements

Engineering degree required (Electrical or Systems Engineering a plus)
1-2 years of experience in Engineering or Engineering Co-op role or equivalent experience required.
Excellent written, verbal communication and presentation skills.
Excellent meeting facilitation skills.
Effective analytical and problem-solving skills.
Ability to translate and simplify problems of considerable scope and complexity into manageable tasks and requirements with measurable outcomes.
Ability to present complex problem statements and solutions to diverse audiences.
An approachable individual who prides themselves on providing a high level of service and support.
Must be highly organized with the ability to manage numerous projects/tasks simultaneously and effectively prioritize projects and tasks.
Must be proficient in Windows O/S and in 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.

Nice To Haves

Experience in Field Service, Depot Service, Product Support, Technical Support, or Design/Manufacturing/Quality engineering preferred.
Experience with and/or working knowledge of surgical energy technologies (monopolar, bipolar, advanced bipolar, and ultrasonic) preferred.
Medical Device industry experience preferred.
SAP and Salesforce experience preferred.
Project management experience a plus.
Experience with Electronic Documentation systems (Windchill, Agile, etc.)
Experience with using MS CoPilot or other AI applications preferred

Responsibilities

Develop, update, and support the service and support strategy for the J&J Med Tech Surgery Energy platform of products, ensuring a positive customer experience
Collaborate with R&D on new products in development by providing recommendations on design for serviceability, service tooling requirements, service documentation, serviceability, and field and depot service training.
Partner with commercial partners to monitor effectiveness of customer-facing technical and troubleshooting information and update based on internal and external feedback
Evaluate the impact of engineering changes on the support and field service of product deployed in the field. Raise field issues to internal engineering groups as appropriate to achieve technical resolutions.
Act as a product support expert and serve as the Tier 2 escalation resource for complex technical related issues encountered in the field.
Occasionally provide on-site support to customers and field service engineers (FSE’s) to resolve unusually complex, and/or urgent product support requests.
Support technical training needs of the field and depot service teams, through training material development, training criteria and methods for the technical roles within the Service Solutions organization.
Proactively update service procedures to incorporate changes in product design, service tools, assembly methods, and feedback from the field.
Drive or support the validation of authorized service centers
Drive or support the training and ongoing partnership with authorized service centers
Develop service knowledge content for new and existing products.
Responsible for communicating business-related issues or opportunities to next management level
Responsible for following all Company guidelines related to Health, Safety and Environmental practices as applicable.
Responsible for ensuring personal and Company compliance with all Federal, State, local and Company regulations, policies, and procedures
Performs other duties assigned as needed

Benefits

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 Company’s consolidated retirement plan (pension) and savings plan (401(k)).
This position is eligible to participate in the Company’s 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
Work, Personal and Family Time - up to 40 hours per calendar year
Additional information can be found through the link below!
https://www.careers.jnj.com/employee-benefits