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Job Function:

Customer Management

Job Sub Function:

Technical Field Service

Job Category:

Professional

All Job Posting Locations:

Cincinnati, Ohio, United States of America

Job Description:

Johnson & Johnson is recruiting for a Product Support Engineer – Energy to join our MedTech Surgery business located at our Cincinnati, OH site.

#Li-Hybrid

About Surgery

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.

Are you passionate about improving and expanding the possibilities of surgery? Ready to join a team that’s reimagining how we heal? Our Surgery team will give you the chance to deliver surgical technologies and solutions to surgeons and healthcare professionals around the world. Your contributions will help effectively treat some of the world’s most prevalent conditions such as obesity, cardiovascular disease and cancer. Patients are waiting!

Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

Job Summary:

The Energy Product Support Engineer (PSE) acts as the primary technical liaison between internal technical groups (Engineering/Quality/Manufacturing/Service) for service processes and activities that shape the customer experience, such as field and depot service. The Energy PSE is responsible for collaborating with new product development and lifecycle/sustaining engineering teams to provide field serviceability requirements, install-base sustaining support, product life cycle support, change management, tier 2 technical support, field and depot service technical bulletins, field and depot service knowledge transfer and field and depot service documentation.

Responsibilities:

In accordance with all applicable federal, state and local laws/regulations and Corporate Johnson & Johnson, procedures and guidelines, this position:

• 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

Qualifications:

• 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.
• 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.)
• 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 with using MS CoPilot or other AI applications preferred

This position may require up to 25% travel

Benefits Summary:

• 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; 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

Additional information can be found through the link below!

https://www.careers.jnj.com/employee-benefits

Johnson & Johnson is an 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, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act. 

Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, external applicants please contact us via https://www.jnj.com/contact-us/careers. Internal employees contact AskGS to be directed to your accommodation resource.

 

 

Required Skills:

 

 

Preferred Skills:

Analytical Reasoning, Business Behavior, Communication, Continuous Improvement, Controls Compliance, Customer Service, Customer-Support, Customer Support Operations, Customer Support Trends, Data Gathering and Analysis, Execution Focus, Facilitation, Incident Management, Project Management Office (PMO), Report Writing, SAP Field Service Management, Service Request Management, Technical Credibility