Service Innovation Engineer
About The Position
Robotics & Digital Surgery, part of Johnson & Johnson, is recruiting a Service Innovation Engineer in Santa Clara, California. The role serves as the primary technical liaison between internal technical groups—including Engineering, Quality, and Manufacturing—and internal and external subdepartments of the Service Solutions organization. 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 multifunctional partners throughout product development, providing recommendations on design for serviceability, service tooling, and training. It supports all phases of product lifecycle development, identifies product and process improvements, and develops programs that use feedback and technical knowledge to apply departmental resources effectively and reduce customer downtime. The engineer is the final-tier escalation resource and product subject matter expert for complex field issues, manages service procedures as designs and processes change, monitors service and reliability data to drive design improvements, and creates knowledge-base articles for field communication. The role also develops and maintains relationships with partners to support effective troubleshooting of sophisticated electromechanical systems. 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, may be required.
Requirements
- Bachelor’s degree in Engineering or Computer Science, or a combination of equivalent 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 or aerospace.
- 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.
- Proficiency with Windows operating systems and all Microsoft Office applications.
- Strong organizational skills and ability to manage and prioritize numerous projects and tasks simultaneously.
- Ability to work effectively with little supervision, identify projects, and drive them independently.
- Approachable manner and 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 ISO.
- Experience with Agile Project Lifecycle Management (PLM) systems.
- ERP and CRM experience.
- Project management certification (PMP).
Responsibilities
- Serve as the primary technical liaison between Engineering, Quality, Manufacturing, and internal and external Service Solutions subdepartments.
- Support product development by recommending design-for-serviceability improvements, service tooling requirements, and service training.
- Identify and document potential product and process improvements and suggest solutions.
- Support all phases of product lifecycle development, including new product development and installed-base sustaining support.
- Develop programs using feedback and technical knowledge to apply departmental resources effectively and reduce customer downtime.
- Serve as the final-tier escalation resource and product subject matter expert for complex technical issues in the field.
- Manage service procedures to reflect changes in product design, service tools, assembly methods, and field feedback.
- Monitor service and reliability data to drive design improvements.
- Develop knowledge-base articles to communicate system issues and notices to the field.
- Develop and maintain relationships with internal and external partners to enable effective troubleshooting of sophisticated electromechanical systems.
- Support lifecycle and change management, technical support escalations, service technical bulletins, service training, and service documentation.
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What This Job Offers
Job Type
Full-time
