Description: Robotics & Digital Surgery, part of the Johnson & Johnson family of companies, is recruiting for a Senior Product Support Engineer, located in Santa Clara, CA. 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 https://www.jnj.com/.As the Senior Product Support Engineer (PSE):You will act as the primary technical liaison between internal technical groups (Engineering/Quality/Manufacturing) and the various internal and external sub departments of the Service Solutions organization. You will also be responsible for new product development, install base sustaining support, life cycle and change management, technical support escalation, service technical bulletins, service training and service documentation.What You'll Do:Work closely with multi-functional partners in support of the product development process by providing recommendations on design for serviceability, service tooling requirements, and service training.Identify and document potential product and process improvements and suggest solutions.Provide support for all phases of product lifecycle development.Develop programs using feedback and technical knowledge which effectively apply department resources and reduces customer downtime.Serve as the Final Tier escalation resource and subject matter product expert for complex technical related issues in the field.Provide on-site support to field service engineers (FSE's) to resolve unusually complex or urgent product failures, support of clinical trials and/or validate service tools. Manage service procedures to incorporate changes in product design, service tools, assembly methods, and feedback from the field. Monitor service and reliability data. Develop knowledge database articles intended to communicate system issues and notices to the field. Develop and maintain relationships with external and internal partners to ensure effective skills for troubleshooting sophisticated electro-mechanical systems.QualificationsRequired Education: Bachelor's degree in Engineering or a combination of equivalent work experience, education and training.Required Skills & Experience:6+ years of experience in Field Service, Technical Support, Manufacturing Engineering, or related role.Experience working in a regulated industry, such as Medical Device and/or Aerospace experience.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.Must demonstrate proficiency in Windows O/S and in all Microsoft Office applications.Must be highly organized with the ability to manage numerous projects/tasks simultaneously and effectively prioritize projects and tasks.Must be a self-starter and capable of working effectively with little supervision and be capable of identifying and driving individual projects.An approachable individual who prides themselves on providing a high level of service and support.Other Requirements:Ability to travel up to 25% domestically and internationally, with overnight stay.Ability to work onsite at the J&J office in Santa Clara, CA.Preferred Skills & Experience:Have a basic understanding of GxP / ISO.Experience with Agile Project Lifecycle Management (PLM) systems.ERP and CRM experience.Project management certification (PMP).Work Environment: This position operates in a laboratory/assembly environment. This role routinely uses standard office equipment such as computers, phones, and photocopiers.Physical Demands: May require lifting of up to 50 lbs. and operation of hoisting equipment for heavier loads. May require prolonged periods of standing, bending, sitting, and kneeling during system assembly.Compensation and Benefits: The anticipated base pay range for this position is $ to $. The Company maintains highly competitive, performance-based compensation programs. Under current guidelines, this position is eligible for an annual performance bonus in accordance with the terms of the applicable plan. 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. Holiday pay, including Floating Holidays – up to 13 days per calendar year of Work, Personal and Family Time - up to 40 hours per calendar year.Johnson & Johnson is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against based on disability. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.This job posting is anticipated to close on . The Company may however extend this time-period, in which case the posting will remain available on https://www.careers.jnj.com to accept additional applications.
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