Leading product innovation and development at Quala Mexico. Transforming ideas into successful market products with a focus on continuous improvement.
About the role
- Senior Service Innovation Engineer acting as technical liaison for innovative medical technology development at Johnson & Johnson. Collaborating on product lifecycle development and complex technical issues in the field.
Responsibilities
- 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.
- 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.
Requirements
- 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 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.
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))
- Vacation –120 hours per calendar year
- Sick time - 40 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year
- Holiday pay, including Floating Holidays –13 days per calendar year
- Work, Personal and Family Time - up to 40 hours per calendar year
- Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child
- Condolence Leave – 30 days for an immediate family member: 5 days for an extended family member
- Caregiver Leave – 10 days
- Volunteer Leave – 4 days
- Military Spouse Time-Off – 80 hours
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