Product Support Engineer - Medical Device Service

Johnson & Johnson•Santa Clara, CA

11d

About The Position

The Product Support Engineer (PSE) serves as the primary technical liaison between internal technical groups—including Engineering, Quality, and Manufacturing—and internal and external parts of the Service organization. The role supports new product service readiness, the installed base, product life-cycle and change management, technical training, and service documentation. Under limited supervision, the PSE develops service strategies for new products and upgrades; contributes serviceability, tooling, and training recommendations during product development; and provides Tier 2 support for complex field issues. The position also creates and delivers training, maintains service procedures and knowledge content, monitors field service and reliability information, and works with Engineering to ensure products meet service objectives. Occasional on-site support for field service engineers may be needed to address unusually complex or urgent product failures and validate service tools.

Requirements

Bachelor’s degree in Engineering or equivalent education and training.
At least 5 years of experience in Field Service, Technical Support, or Manufacturing.
Experience with electronic documentation systems.
Excellent written and verbal communication and presentation skills.
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.
Strong service orientation and approachability.
Highly organized, with the ability to manage multiple projects and tasks and prioritize effectively.
Proficiency in Windows operating systems and Microsoft Office applications.
Self-starter able to work effectively with little supervision and identify and drive individual projects.

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 Engineering to 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 that use feedback and technical knowledge to make effective use of department resources 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 to communicate system issues and notices to the field.
Verify that field service engineers are properly trained on new procedures.