Product Support Engineer

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people's varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.

The Position

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.

The Opportunity:

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. Estimated 25% travel (domestic / international).

• 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.

• As a support engineer in the software/ IT area, supports IT specialists, implementation managers, workflow consultants and solutions architects.

• 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.

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 Qualifications:

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

• For the software/ IT support functional area, the experience would pertain to implementation, installation, troubleshooting, and configuration of software and IT solutions such as Windows Server 2008 and Windows Server 2012. Virtualization platforms.

• Windows Server 2016 & 2019

• Windows 10 & 11

• Database software such as Microsoft SQL Server 2017 & 2019 or Intersystems IRIS

• Virtualization platforms

The expected salary range for this position based on the primary location of Tucson, AZ is $66,500 - $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

Relocation benefits are not available for this job posting.

Who we are

At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we've become one of the world's leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

Ventana Medical Systems, Inc. (Ventana), a member of the Roche Group, innovates and manufactures instruments and reagents that automate tissue processing and slide staining for cancer diagnostics. Our integrated staining, workflow management and digital pathology solutions optimize laboratory efficiency to reduce errors and support diagnosis for pathology professionals. Together with Roche, Ventana is driving personalized healthcare through accelerated drug discovery and companion diagnostics.

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 relation to the online application process, please contact us by completing this form Accommodations for Applicants.