Sr. Service Innovation Engineer

Senior Service Innovation Engineer – Santa Clara, CA

Robotics & Digital Surgery, part of the Johnson & Johnson family of companies, is recruiting for a Senior Service Innovation Engineer located in Santa Clara, CA.

As the Senior Service Innovation Engineer (SIE), 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 downtime.
• 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 (FSEs) 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, Product Support Engineering, or a related role.
• Experience working in a regulated industry, such as Medical Device and/or Aerospace.
• 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.
• Proficiency in Windows O/S and all Microsoft Office applications.
• Highly organized with the ability to manage numerous projects/tasks simultaneously and effectively prioritize.
• A self-starter and capable of working effectively with little supervision, 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% domestically and internationally, with overnight stays.

• Basic understanding of GxP / ISO.
• Experience with Agile Project Lifecycle Management (PLM) systems.
• ERP and CRM experience.
• Project management certification (PMP).
• Agile Decision Making, Coaching, Critical Thinking, Emerging Technologies, Engineering, Problem Solving, Process Control, Process Engineering, Process Improvements, Product Costing, Product Improvements, Research and Development, SAP Product Lifecycle Management, Situational Awareness, Technical Research, Technical Writing, Technologically Savvy, Vendor Selection.

This position operates in a laboratory/assembly environment and 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.

Anticipated base pay range: $125,000 – $201,250 (Bay Area Only).

Johnson & Jonnson 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. Johnson & Jonnson is committed to providing an interview process that is inclusive of our applicants’ needs.