Product Support Engineer – Energy

Johnson & Johnson is a leader in healthcare innovation, aiming to improve health through advanced medical technologies. They are seeking a Product Support Engineer – Energy to serve as a technical liaison, ensuring a positive customer experience by collaborating with various engineering teams and supporting product serviceability and technical issues.

Responsibilities

• Develop, update, and support the service and support strategy for the J&J Med Tech Surgery Energy platform of products, ensuring a positive customer experience
• Collaborate with R&D on new products in development by providing recommendations on design for serviceability, service tooling requirements, service documentation, serviceability, and field and depot service training
• Partner with commercial partners to monitor effectiveness of customer-facing technical and troubleshooting information and update based on internal and external feedback
• Evaluate the impact of engineering changes on the support and field service of product deployed in the field
• Raise field issues to internal engineering groups as appropriate to achieve technical resolutions
• Act as a product support expert and serve as the Tier 2 escalation resource for complex technical related issues encountered in the field
• Occasionally provide on-site support to customers and field service engineers (FSE’s) to resolve unusually complex, and/or urgent product support requests
• Support technical training needs of the field and depot service teams, through training material development, training criteria and methods for the technical roles within the Service Solutions organization
• Proactively update service procedures to incorporate changes in product design, service tools, assembly methods, and feedback from the field
• Drive or support the validation of authorized service centers
• Drive or support the training and ongoing partnership with authorized service centers
• Develop service knowledge content for new and existing products
• Responsible for communicating business-related issues or opportunities to next management level
• Responsible for following all Company guidelines related to Health, Safety and Environmental practices as applicable
• Responsible for ensuring personal and Company compliance with all Federal, State, local and Company regulations, policies, and procedures
• Performs other duties assigned as needed

Skills

• Engineering degree required (Electrical or Systems Engineering a plus)
• 1-2 years of experience in Engineering or Engineering Co-op role or equivalent experience required
• Excellent written, verbal communication and presentation skills
• Excellent meeting facilitation skills
• Effective analytical and problem-solving skills
• Ability to translate and simplify problems of considerable scope and complexity into manageable tasks and requirements with measurable outcomes
• Ability to present complex problem statements and solutions to diverse audiences
• An approachable individual who prides themselves on providing a high level of service and support
• Must be highly organized with the ability to manage numerous projects/tasks simultaneously and effectively prioritize projects and tasks
• Must be proficient in Windows O/S and in Microsoft Office applications
• Must be a self-starter and capable of working effectively with little supervision and be capable of identifying and driving individual projects
• Experience in Field Service, Depot Service, Product Support, Technical Support, or Design/Manufacturing/Quality engineering preferred
• Experience with and/or working knowledge of surgical energy technologies (monopolar, bipolar, advanced bipolar, and ultrasonic) preferred
• Medical Device industry experience preferred
• SAP and Salesforce experience preferred
• Project management experience a plus
• Experience with Electronic Documentation systems (Windchill, Agile, etc.)
• Experience with using MS CoPilot or other AI applications preferred

Benefits

• Medical
• Dental
• Vision
• Life insurance
• Short- and long-term disability
• Business accident insurance
• Group legal insurance
• Consolidated retirement plan (pension)
• Savings plan (401(k))
• Long-term incentive program
• Vacation – up to 120 hours per calendar year
• Sick time - up to 40 hours per calendar year; for employees who reside in the State of Washington – up to 56 hours per calendar year
• Holiday pay, including Floating Holidays – up to 13 days per calendar year
• Work, Personal and Family Time - up to 40 hours per calendar year

Company Overview

Company H1B Sponsorship