Product Support Engineer

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

Job Function:
Quality

Job Sub Function:
Customer/Commercial Quality

Job Category:
Professional

All Job Posting Locations:
Santa Clara, California, United States of America

Job Description:

Location: Santa Clara, California, United States of America

Title: Product Support Engineer

Position Summary:

The Product Support Engineer (PSE) acts as the primary technical liaison between internal technical groups (Engineering/Quality/Manufacturing) and the various internal and external sub departments of the Service organization.

Responsible for new product service readiness, install base sustaining support, life cycle and change management, product technical training and service documentation.

Key Responsibilities:


* Develop and implement service strategies and plans for new products and upgrades, including, but not limited to, new product technical training, service documentation, collateral, training content, manuals and spare parts.


* Play an active role in the product development process by providing recommendations on design for serviceability, service tooling requirements, and field service training.


* As a product a support expert, serve as the Tier 2 escalation resource for complex technical related issues in the field.

Occasionally provide on-site support to field service engineers (FSE’s) to resolve unusually complex or urgent product failures and validate service tools.


* Create training materials and provide training in a variety of settings and formats including lab, classroom, and field environments, webinars, and e-Learning.


* Proactively update service procedures to incorporate changes in product design, service tools, assembly methods, and feedback from the field.


* Act as a consultant to the Engineering design group to ensure that service objectives are met.


* Develop service knowledge content for new and existing products as well as product upgrades.


* Monitor service and reliability data from the field as well as management reports and repair center feedback.

Develop programs utilizing feedback and technical knowledge which effectively utilize department resources and reduces customer down time.


* Evaluate the impact of engineering changes on the support of product in the field.


* Escalate field issues to internal engineering groups as appropriate.

Develop knowledge database articles intended to communicate system issues and notices to the fiel...