Solution Support Engineer (REMOTE)

Job description

·  Job facts

Job Summary:

Maintains a Subject Matter Expert level knowledge on assigned products and provides 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 which affect customers. Identify possible issues/concerns that may affect future product service. Act as 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. May coordinate the activities of other employees. Networks with senior internal and external personnel in the area of expertise as well as some key contacts outside the area of expertise.

Responsible for maintaining and continuously improving the quality system and achieving quality objectives through daily actions.

Key Roles & Responsibilities:

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Support of new versions and updates of product launches to include patches and Technical Service Bulletins.

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Assists with troubleshooting dispatched complex customer issues.

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Provides post go-live review and optimization/preventative maintenance on customer's solution.

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Shares information and updates regarding complex customer issues and product related issues.

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Identify opportunities to improve resolution rate through reviews and reporting, when applicable.

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Collaborates with other departments to resolve diverse issues which directly and indirectly affect customers.

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Participates in interdepartmental meetings to identify possible issues/concerns that may affect future product service.

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Consults with sales on customers through completion of IT consults/impact documentation.

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Remains current on company/customer communications. Maintains a continual learning process to remain informed of changes in relevant hardware, software and reagents.

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Utilizes, participates, and provides input into knowledge management systems. Consults with key resources as needed.

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Maintain periodic review of knowledge management articles. If applicable, accountable for timely and accurate case handling within the CRM.

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Models quality documentation and compliance.

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Responsible for procedural on-call coverage on a rotational basis.

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Consults on complex customer account issues and escalations as needed.

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May provide direct technical support to internal and external customers.

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May field travel for customer interaction/cessation of problem situations leading to process changes that improve overall customer service.

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Remote position with up to 15% travel.

Minimum Requirement:

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Associate's degree or equivalent military training in medical technology, electronics or related field. For IT related roles, Associate's degree or equivalent military training or greater than 2 years of experience with industry certification in Information Technology.

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5 years related experience.

​Preferred Experience:

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Familiar with LIS (Laboratory Information System), ASTM, HL7 and middleware.

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General knowledge of all Roche products within the business area.

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Effective communication and customer service skills.

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Understanding of the technical operations of applicable Roche products (hardware, software, reagents).

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Working knowledge of organizational structure and an ability to identify and tap into available company resources for logistics support.

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Ability to utilize MS Office, SFDC, SAP, Acrobat, and other Roche supporting software.

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Strong communications/listening skills with a corresponding ability to relay information succinctly and accurately.

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Ability to positively negotiate with and diffuse irate, dissatisfied customers and maintain their confidence and loyalty

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Ability to lead effectively and take responsibility for actions, and to evaluate situations fairly leading to reasonable and informed conclusions/actions

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Bachelor's degree

Colorado applicants are not eligible

Roche is an equal opportunity employer and strictly prohibits unlawful discrimination based upon an individual's race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.

If you have a disability and need an accommodation in connection with the on-line application process, please email us at US.Accommodation@roche.com .

·  Who we are

As a global leader in healthcare, Roche Diagnostics offers a broad portfolio of products, tools and services that help in the prevention, diagnosis and management of diseases like HPV, HIV, hepatitis and diabetes as well as other medical conditions, such as fertility and blood coagulation. These products and services are used by researchers, physicians, patients, hospitals and laboratories worldwide to help improve people's lives.

Roche is an equal opportunity employer and strictly prohibits unlawful discrimination based upon an individual's race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.