Technical Support Specialist 1 - Indianapolis

Job description

·  Job facts

*After completing the necessary on-boarding and technical training on an initial set of product lines during 1st shift hours, the selected candidate will be moved to a full 3rd shift schedule covering overnight hours on each working day. The actual working days, number of days worked per week, and hours per shift will be decided based on business needs and input from the selected candidate. The shift will be required until business needs dictate otherwise.

Job Facts:

Are you a laboratory or allied health professional looking to use your skills in a new way? Do you have a passion for solving problems that help improve patient lives? Are you interested in working for a company that is not only an industry leader but has also been named one of the best places to work? If so, this is the position for you! Roche’s North American headquarters in Indianapolis is a state-of-the-art campus with approximately 4,400 employees. It is home to U.S. research and development, laboratory, manufacturing, distribution, IT, and administrative operations. Roche has been named a Fortune Top 100 Best Company to Work For, a Best Workplace for Health Care, and a Best Workplace for Millennial's by the Great Place to Work Institute.

The Opportunity:

As a Technical Support Specialist on the Centralized Diagnostics team you serve as the primary support liaison between Roche and our customers as well as serve as a technical resource for internal sales and marketing partners. You will be responsible for providing phone support and managing resolution of complex technical issues involving laboratory equipment usage, software and diagnostic applications for products such as: cobas 6000, cobas 8000, cobas 8100, and Integra lines. You will be responsible for tracking and maintaining records in accordance with Roche Quality and FDA requirements. In addition to technical problem resolution, the technical support specialist is also responsible for the overall success of the company through interactions that develop and promote loyal business relationships.

The Roche Support Network Customer Support Center serves our customers on a 7 day/24 hour basis. Schedules are determined in advance to provide work life balance and may be assessed on a quarterly basis based on business needs.

Who You Are:

·  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
·  2 years of related experience * General knowledge of all Roche products within the business area
·  Ability to utilize MS Office, SFDC, SAP, Acrobat, and other Roche supporting software
·  Strongcommunications/listeningskills with a corresponding ability to relay information succinctly and accurately
·  Ability to positively negotiate with and defuse irate, dissatisfied customers and maintain their confidence and loyalty.

Preferred:

·  BS Preferred
·  ASCP certification strongly preferred –While extensive on the job training is provided, role requires industry knowledge of clinical laboratory topics

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.

Desired profile

Who You Are:

·  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
·  2 years of related experience * General knowledge of all Roche products within the business area
·  Ability to utilize MS Office, SFDC, SAP, Acrobat, and other Roche supporting software
·  Strongcommunications/listeningskills with a corresponding ability to relay information succinctly and accurately
·  Ability to positively negotiate with and defuse irate, dissatisfied customers and maintain their confidence and loyalty.

Preferred:

·  BS Preferred
·  ASCP certification strongly preferred –While extensive on the job training is provided, role requires industry knowledge of clinical laboratory topics

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 .

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