Johnson & Johnson is a leader in healthcare innovation, aiming to improve health through advanced medical technologies. They are seeking a Product Support Engineer – Energy to serve as a technical liaison, ensuring a positive customer experience by collaborating with various engineering teams and supporting product serviceability and technical issues.
Responsibilities
- 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
Skills
- 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
- 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 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.)
- Experience with using MS CoPilot or other AI applications preferred
Benefits
- Medical
- Dental
- Vision
- Life insurance
- Short- and long-term disability
- Business accident insurance
- Group legal insurance
- Consolidated retirement plan (pension)
- Savings plan (401(k))
- Long-term incentive program
- 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
Company Overview
- At Johnson & Johnson, we believe health is everything. It was founded in 1886, and is headquartered in New Brunswick, NJ, US, with a workforce of 10001+ employees. Its website is http://www.jnj.com.
Company H1B Sponsorship
- Johnson & Johnson has a track record of offering H1B sponsorships, with 7 in 2026, 48 in 2025, 56 in 2024, 58 in 2023, 59 in 2022, 44 in 2021, 27 in 2020. Please note that this does not guarantee sponsorship for this specific role.