Product Support Engineer

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.

Product Support Engineer - Tucson, AZ

A healthier future. It's what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come. Creating a world where we all have more time with the people we love.

Supports on-market products by performing Level 2 troubleshooting and requests for support from Regional Support Centers, Country Organizations (Affiliates), and external customers and if necessary escalate to level 3 support. Participates in and leads design reviews and provides feedback to design team for supporting and defining service strategies and requirements on product development projects. Creates and updates documentation, trains internal personnel (affiliates/regions) and collaborates with product/ software development teams. Applies knowledge of engineering/IT principles, installation and repair procedures, system and hardware design, and troubleshooting principles and practices.

Key Responsibilities:

• Follows established Global Customer Support (GCS) Quality System procedures as well as Business Area Quality System procedures in the execution of work.

• Provides on market support by responding to requests for second level support independently with occasional guidance from senior member of team.

• Applies diverse knowledge and experience of hardware repair, troubleshooting and servicing principles, and practices.

• In the software/ IT area, applies diversified experience of IT troubleshooting, software troubleshooting and service principles for the implementation and support of Roche products.

• Participates in and sometimes leads design teams to support established service needs within the design change; reviews and approves design content; assists in creation of deliverables (notifications, spare parts) for design team.

• Creates/ revises curriculum for technical training sessions and independently delivers training to small groups (focus is on train the trainer, internal 2nd level participants). Applies lean six sigma or other process management tools.

• Supports service requirements on development projects and creates/updates service documentation for internal/external training prior to Launch Decision and throughout the products lifecycle.

• Utilizes project management fundamentals to ensure assigned projects and respective deliverables are
  completed on time and on quality.

• Other duties as assigned by management

Who you are:

• Bachelor's degree in Medical Technology, Microbiology, Information Technology or related discipline or equivalent work experience

• 2 years of progressive experience, with prior experience with industry or diagnostics products

Preferred Experience:

• Technical Support Experience (Customer facing role incorporating experience with troubleshooting and training methodologies)

• Knowledge of the Quality system procedures, company concepts and applies to follow standard practices.

• Ability to effectively present information to internal customers, both in verbal and written form and interact with appropriate cross-functional groups.

• Previous experience with Performance Metrics and Service Analytics.

Relocation benefits are not available for this job posting

The expected salary range for this position based on the primary location of Tucson, AZ is $65,500 - $123,500. 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.