SENIOR PRODUCT SUPPORT ENGINEER | SANTA CLARA, CA | AURIS HEALTH INC.

Auris Health Inc., a member of the Johnson & Johnson Family of Companies, is recruiting for a Senior Product Support Engineer.
This position is located in Santa Clara, CA.
About Johnson & Johnson At Johnson & Johnson, we believe health is everything.
Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal.
Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity.
Learn more at https://www.
nj.
om/.
Overview The Senior Product Support Engineer acts 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.
Key Responsibilities.
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 (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.
Qualifications Education.
Minimum of a bachelor’s degree in Engineering (or related field) with a combination of equivalent experience and training is required.
Experience and Skills.
Required.
Minimum of 6 years experience in Field Service, Technical Support, Manufacturing Engineering and/or other relevant field.
Experience with PLM systems.
Agile preferred.
Excellent written and verbal communication and presentation skills.
Effective analytical and problem-solving skills.
Ability to translate and simplify problems of considerable scope and complexity into manageable tasks with measurable requirements.
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 demonstrate proficiency in Windows O/S and in all 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.
Regulated industry such as Medical Device and/or Aerospace experience is required.
Up to % travel is required.
Preferred.
ERP and CRM experience preferred.
Project management certification or equivalent experience a plus.
Basic understanding of GxP/ISO is preferred.
The anticipated base pay range for this position is $ to $.
The Company maintains highly competitive, performance-based compensation programs.
Under current guidelines, this position is eligible for an annual performance bonus in accordance with the terms of the applicable plan.
The annual performance bonus is a cash bonus intended to provide an incentive to achieve annual targeted results by rewarding for individual and the corporation’s performance over a calendar/performance year.
Bonuses are awarded at the Company’s discretion on an individual basis.
Employees and/or eligible dependents may be eligible to participate in the following Company sponsored employee benefit programs.
medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance.
Employees may be eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).
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; 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.
For additional general information on Company benefits, please go to.
https://www.
areers.
nj.
om/employee-benefits.
This job posting is anticipated to close on .
The Company may however extend this time-period, in which case the posting will remain available on https://www.
areers.
nj.
om to accept additional applications.
For more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit www.
areers.
nj.
om.
Johnson & Johnson Family of Companies are equal opportunity employers, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by law.