Service Innovation Engineer

Johnson & Johnson Innovative Medicine•Santa Clara, CA

2d•$87,000 - $140,300•Onsite

About The Position

Robotics & Digital Surgery, part of the Johnson & Johnson family of companies, is recruiting a Service Innovation Engineer in Santa Clara, California. The role is the primary technical liaison between Engineering, Quality, and Manufacturing teams and internal and external Service Solutions groups. The engineer supports new product development, installed-base sustaining support, lifecycle and change management, technical support escalations, service technical bulletins, service training, and service documentation. The position works with cross-functional partners throughout product development, recommending design-for-serviceability approaches, service tooling requirements, and service training. It supports all phases of product lifecycle development, uses feedback and technical knowledge to improve programs and reduce customer downtime, and serves as the final-tier escalation resource and subject matter expert for complex field issues. The engineer also manages service procedures as products and processes change, monitors service and reliability data to drive design improvements, develops knowledge-base articles for field communication, and maintains effective relationships with internal and external partners. The position operates in a laboratory/assembly environment and routinely uses standard office equipment. Travel of up to 15% domestically and internationally, including overnight stays, is required. Physical demands may include lifting up to 50 pounds, using hoisting equipment for heavier loads, and prolonged standing, bending, sitting, or kneeling during system assembly.

Requirements

Bachelor’s degree in Engineering or Computer Science, or equivalent combined work experience, education, and training.
At least 4 years of experience in Field Service, Technical Support, Manufacturing Engineering, Product Support Engineering, R&D, or a related role.
Experience working in a regulated industry, such as medical devices and/or aerospace.
Experience with Project Lifecycle Management (PLM) systems.
Excellent written, verbal, and presentation skills.
Ability to translate and simplify complex problems of considerable scope into manageable tasks with measurable requirements.
Effective analytical and problem-solving skills.
Proficiency with Windows operating systems and Microsoft Office applications.
Strong organization and ability to manage and prioritize numerous projects and tasks simultaneously.
Self-starter able to work effectively with little supervision and identify and drive individual projects.
Approachable, with a commitment to providing a high level of service and support.
Ability to travel up to 15% domestically and internationally, including overnight stays.

Nice To Haves

Experience with Python and SQL.
Basic understanding of GxP and/or ISO.
Experience with Agile Project Lifecycle Management (PLM) systems.
ERP and CRM experience.
Project management certification (PMP).

Responsibilities

Collaborate with multifunctional partners during product development and recommend design-for-serviceability approaches, service tooling requirements, and service training.
Identify and document potential product and process improvements and propose solutions.
Support all phases of product lifecycle development.
Develop programs using feedback and technical knowledge to apply department resources effectively and reduce customer downtime.
Serve as the final-tier escalation resource and subject matter product expert for complex technical issues in the field.
Manage service procedures to incorporate changes in product design, service tools, assembly methods, and field feedback.
Monitor service and reliability data to drive design improvements.
Develop knowledge-base articles communicating system issues and notices to the field.
Develop and maintain relationships with internal and external partners to support effective troubleshooting of sophisticated electromechanical systems.
Provide new product development, installed-base sustaining support, lifecycle and change management, technical escalation support, service technical bulletins, service training, and service documentation.