Product Support Engineer

Johnson & Johnson • Santa Clara, CA

4d • Onsite

About The Position

The Product Support Engineer (PSE) serves as the primary technical liaison between internal Engineering, Quality, and Manufacturing teams and internal and external Service organization groups. The role supports new product service readiness, the installed base, lifecycle and change management, product technical training, and service documentation.

Under limited supervision, the PSE develops and implements service strategies for new products and upgrades; supports product development with design-for-serviceability and tooling recommendations; and serves as a Tier 2 escalation resource for complex field issues. The position may provide on-site support to field service engineers to resolve unusually complex or urgent failures and validate service tools. It also develops training materials and delivers training in lab, classroom, field, webinar, and e-learning formats.

The PSE maintains service procedures and knowledge content, monitors field service and reliability data and repair-center feedback, and develops programs to use that information to reduce customer downtime. The role evaluates engineering changes for their impact on field support, escalates field issues to Engineering as appropriate, and verifies that field service engineers are trained on new procedures.

Requirements

• Bachelor’s degree in Engineering or a combination of equivalent education and training.
• At least 5 years of experience in Field Service, Technical Support, or Manufacturing.
• Experience with electronic documentation systems.
• Basic understanding of GMP/ISO.
• Excellent written and verbal communication and presentation skills.
• Effective analytical and problem-solving skills.
• Ability to break down complex problems into manageable tasks with measurable requirements.
• Strong organization skills and ability to manage multiple projects and tasks while prioritizing effectively.
• Proficiency with Windows operating systems and Microsoft Office applications.
• Ability to work effectively with little supervision, identify projects, and drive them forward.
• Approachable service-oriented approach to providing support.

Nice To Haves

• Agile experience.
• At least 2 years of experience in an engineering role or equivalent experience supporting a service organization.
• Medical device industry experience.
• SAP experience.
• Salesforce experience.
• Project management certification or equivalent experience.

Responsibilities

• Develop and implement service strategies and plans for new products and upgrades, including technical training, service documentation, collateral, training content, manuals, and spare parts.
• Contribute to product development by recommending design-for-serviceability improvements, service tooling requirements, and field service training.
• Serve as the Tier 2 escalation resource for complex technical issues in the field.
• Occasionally provide on-site support to field service engineers to resolve unusually complex or urgent product failures and validate service tools.
• Create training materials and deliver training in lab, classroom, field, webinar, and e-learning settings.
• Update service procedures to reflect product design changes, service tools, assembly methods, and field feedback.
• Consult with the Engineering design group to help ensure service objectives are met.
• Develop service knowledge content for new and existing products and product upgrades.
• Monitor field service and reliability data, management reports, and repair-center feedback.
• Develop programs using feedback and technical knowledge to use department resources effectively and reduce customer downtime.
• Evaluate the impact of engineering changes on field product support.
• Escalate field issues to internal Engineering groups as appropriate.
• Develop knowledge database articles communicating system issues and notices to the field.
• Verify that field service engineers are properly trained on new procedures.

Benefits

• Company consolidated retirement plan (pension) and savings plan (401(k)), subject to plan terms.
• Eligibility to participate in the long-term incentive program.
• Vacation: 120 hours per calendar year.
• Sick time: 40 hours per calendar year, with different amounts specified for employees residing in Colorado and Washington.
• Holiday pay, including floating holidays: 13 days per calendar year.
• Work, Personal and Family Time: up to 40 hours per calendar year.
• Parental Leave: 480 hours within one year of the birth, adoption, or foster care of a child.
• Bereavement Leave: 240 hours for an immediate family member and 40 hours for an extended family member per calendar year.
• Caregiver Leave: 80 hours in a 52-week rolling period.
• Volunteer Leave: 32 hours per calendar year.
• Military Spouse Time-Off: 80 hours per calendar year.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level