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:An internal pre-identified candidate for consideration has been identified. However, all applications will be considered.We are searching for the best talent for Product Support EngineerThe 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.
RESPONSIBILITIESUnder limited supervision and in accordance with all applicable federal, state and local laws/regulations and Corporate Johnson & Johnson, procedures and guidelines, this position includes the following core 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 field.
- Verify all field service engineers are properly trained on any new procedures.
QUALIFICATIONS- Bachelor's degree in Engineering or a combination of equivalent education and training.
- 5+ years' experience in Field Service, Technical Support, or Manufacturing
- Experience with Electronic Documentation systems. Agile preferred.
- Excellent written and verbal communication and presentation skills.
- Must possess a basic understanding of GMP/ISO.
- Effective analytical and problem-solving skills.
- Ability to translate and simplify problems of considerable scope and complexity into manageable tasks with measurable requirements.
- An approachable individual who prides him or herself on providing a high level of service and support.
- Must be highly organized with the ability to manage multiple projects/tasks simultaneously and effectively prioritize projects and tasks.
- Must demonstrate proficiency in Windows O/S and in all 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.
DESIRED EXPERIENCE - Minimum of 2 years' experience in Engineering Role or equivalent experience supporting a service organization preferred.
- Medical Device industry experience preferred.
- SAP and Salesforce experience preferred.
- Project management certification or equivalent experience a plus
Required Skills:Preferred Skills:Audit Management, Business Behavior, Coaching, Compliance Management, Continuous Improvement, Data Analysis, Detail-Oriented, Goal Attainment, Internal Controls, Issue Escalation, Problem Solving, Process Oriented, Quality Control (QC), Quality Management Systems (QMS), Quality Standards, Regulatory Environment
The anticipated base pay range for this position is :$91,000.00 - $147,200.00
Additional Description for Pay Transparency:
Subject to the terms of their respective plans, employees are 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.
Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off benefits:
Vacation -120 hours per calendar year
Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado -48 hours per calendar year; for employees who reside in the State of Washington -56 hours per calendar year
Holiday pay, including Floating Holidays -13 days per calendar year
Work, Personal and Family Time - up to 40 hours per calendar year
Parental Leave - 480 hours within one year of the birth/adoption/foster care of a child
Bereavement Leave - 240 hours for an immediate family member: 40 hours for an extended family member per calendar year
Caregiver Leave - 80 hours in a 52-week rolling period10 days
Volunteer Leave - 32 hours per calendar year
Military Spouse Time-Off - 80 hours per calendar year
For additional general information on Company benefits, please go to: - https://www.careers.jnj.com/employee-benefits
