Description:

Robotics & Digital Surgery, part of the Johnson & Johnson family of companies, is recruiting for a Senior Product Support Engineer, located in Cincinnati, OH.

As the Senior Product Support Engineer (PSE). You will act as the primary technical liaison between internal technical groups (Engineering/Quality/Manufacturing) and the various internal and external sub departments of the Service Solutions organization. You will also be responsible for new product development, install base sustaining support, life cycle and change management, technical support escalation, service technical bulletins, service training and service documentation.

• Work closely with the multi-functional partners in support of the product development process by providing recommendations on design for serviceability, service tooling requirements, and service training.
• Identify and document potential product and process improvements and suggest solutions.
• Provide support for all phases of product lifecycle development.
• Develop programs using feedback and technical knowledge which effectively apply department resources and reduces customer down time.
• Serve as the Final Tier escalation resource and subject matter product expert, for complex technical related issues in the field.
• Provide on-site support to field service engineers (FSE's) to resolve unusually complex or urgent product failures, support of clinical trials and/or validate service tools.
• Manage service procedures to incorporate changes in product design, service tools, assembly methods, and feedback from the field.
• Monitor service and reliability data
• Develop knowledge database articles intended to communicate system issues and notices to the field.
• Develop and maintain relationships with external and internal partners to ensure effective skills for troubleshooting sophisticated electro-mechanical systems.

• Bachelor's degree in Engineering or a combination of equivalent work experience, education and training.

• 6+ years of experience in Field Service, Technical Support, Manufacturing Engineering, or related role.
• Experience working in a regulated industry, such as Medical Device and/or Aerospace experience.
• Experience with Project Lifecycle Management (PLM) systems.
• Excellent written and verbal communication and presentation skills.
• Ability to translate and simplify problems of considerable scope and complexity into manageable tasks with measurable requirements.
• Effective analytical and problem-solving skills.
• Must demonstrate proficiency in Windows O/S and in all Microsoft Office applications.
• Must be highly organized with the ability to manage numerous projects/tasks simultaneously and effectively prioritize projects and tasks.
• Must be a self-starter and capable of working effectively with little supervision and be capable of identifying and driving individual projects.
• An approachable individual who prides themselves on providing a high level of service and support

• Ability to travel up to 25% domestic US and Internationally, with overnight stay.
• Ability to work onsite at the J&J office in Cincinnati, OH.

• Have a basic understanding of GxP / ISO.
• Experience with Agile Project Lifecycle Management (PLM) systems.
• ERP and CRM experience.
• Project management certification (PMP).

• This position operates in a laboratory/assembly environment. This role routinely uses standard office equipment such as computers, phones, and photocopiers.

• May require lifting of up to 50 lbs. and operation of hoisting equipment for heavier loads
• May require prolonged periods of standing, bending, sitting, and kneeling during system assembly.

• 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.
  • Holiday pay, including Floating Holidays - up to 13 days per calendar year of 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
  The compensation and benefits information set forth in this posting applies to candidates hired in the United States. Candidates hired outside the United States will be eligible for compensation and benefits in accordance with their local market."