Solution Support Engineer - Dispatch

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

The Opportunity:

As the Lab IT Solution Support Engineer, you will maintain a Subject Matter Expert level knowledge on assigned products and provide product knowledge and troubleshooting support to Technical Support Specialists. Coaches and trains staff in new product launches and refresher courses. Liaison
with other departments to resolve diverse issues that affect customers. Identify possible issues/concerns that may affect future product service. Act as a knowledge-bridge, providing practical advice that will shape product launches to reduce after-product-release service-related issues.

May be required to provide customer technical telephone support.
A seasoned professional with wide-ranging experience. Deals with diverse and oftentimes complex issues, where analysis may require in-depth evaluation of many factors. Exercises judgment in evaluating methods and may determine criteria for obtaining solutions. Networks with senior internal and external personnel in the area of expertise, as well as some key contacts outside the area of
expertise.

Who you are:

- Responsible for maintaining and continuously improving the quality system and achieving quality objectives through daily actions.
- 5%-10% of travel required.

Key Roles and Responsibilities:

Assists with troubleshooting dispatched complex customer issues
Shares information and updates regarding complex customer issues and product-related issues
Collaborates with other departments to resolve diverse issues that directly and indirectly affect customers
Consults on complex customer account issues and escalations as needed
May provide direct technical support to internal and external customers
May travel to customer site for interaction/cessation of problem situations leading to process changes that improve overall customer experience
Models quality documentation and compliance
Responsible for procedural on-call coverage on a rotational basis

Minimum Requirements:

Bachelor's degree in Computer Science, Information Technology, Medical Technology, Life Sciences, and two years of Laboratory IT, general IT, product line experience, or 4 years of experience

Preferred qualifications:

Technical skills within product groups: including Microsoft Windows, Apache, Networking, Security, and Intersystems Cache
Familiar with healthcare domain integration standards (ASTM, HL7, IHE, DICOM, HIPAA, ADT, etc.)
Experience with file parsing (XML, XSLT, etc.)
Knowledge of the clinical customer base and critical components of a laboratory information system (LIS) and laboratory IT processes and workflows
Ability to troubleshoot problems, consult, and drive resolution
Effective communication skills, ability to effectively communicate with and translate requirements for both technical and non-technical groups
1 - 2 years of LIS consulting, technical support or process management experience
Understanding of RDC total solution, including interaction between RDC IT solutions and instruments

• Relocation benefits are not available for this job posting.

The expected salary range for this position, based on the primary location of Indiana, is 74,300.00 - 138,100.00 USD Annual. Actual pay will be determined based on experience, qualifications, geographic location, and other job-related factors permitted by law. A discretionary annual bonus may be available based on individual and Company performance. This position also qualifies for the benefits detailed at the link provided below.

Benefits

A healthier future drives us to innovate. Together, more than 100'000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Let's build a healthier future, together.

Roche is an equal opportunity employer. It is our policy and practice to employ, promote, and otherwise treat any and all employees and applicants on the basis of merit, qualifications, and competence. The company's policy prohibits unlawful discrimination, including but not limited to, discrimination on the basis of Protected Veteran status, individuals with disabilities status, and consistent with all federal, state, or local laws.

If you have a disability and need an accommodation in relation to the online application process, please contact us by completing this form Accommodations for Applicants.