Product Support Engineer (1 of 2)

Robotics & Digital Solutions, part of the Johnson & Johnson family of companies, is recruiting for a Product Support Engineer located in Redwood City, CA or Santa Clara, CA.

Robotics & Digital Solutions is part of Ethicon, Inc., a global leader in surgery with products and solutions found in almost every operating room around the world. Ethicon has made significant contributions to surgery for more than 100 years from creating the first sutures, to revolutionizing surgery with minimally invasive procedures. Our continuing dedication to Shape the Future of Surgery is built on our commitment to help address the world's most pressing health care issues and improve and save more lives. Through Ethicon's surgical technologies and solutions including robotics, digital solutions, sutures, staplers, energy devices, trocars and hemostats and our commitment to treat serious medical conditions like obesity and cancer worldwide, we deliver innovation to make a life-changing impact. For more information, visit www.ethicon.com.

Overview

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 Global Customer Success organization. Responsible for new product development, install base sustaining support, life cycle and organizational change, technical support escalation, service technical bulletins, service training and service documentation.

What You’ll Do

• Monitor service and reliability field data, as well as, management reports and repair center feedback.
• Develop programs using feedback and technical knowledge, which effectively use department resources and reduces customer down time.
• Work closely with the PSE, Flexible Robotics Development in support of the product development process by providing recommendations on design for serviceability, service tooling requirements, and field service training.
• Serve as the Tier 3 Resource and subject matter product expert, for complex in field technical related issues.
• Provide on-site support to resolve unusually sophisticated or urgent product failures, support of clinical trials and/or validate service tools.
• Support the Field Service Technical Trainer by advising on training materials, training criteria and methods for all technical roles within the Support Services organization.
• 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.
• Evaluate the impact of engineering changes on the support of product in the field.
• Raise 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 accurately trained on any new procedures.