What are the responsibilities and job description for the Technical Support Specialist 2 position at Roche Holdings Inc.?
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 PositionAlways innovating, we bring together dedicated people and diverse perspectives from across our global network, empowering each other to keep breaking new ground.
Schedule: This position is within a 24/7 call center. It is expected for this individual to have flexibility working 1st, 2nd, or 3rd shifts and/or weekends, including some holidays. Your schedule will be determined on a quarterly basis.
The Opportunity
As a Technical Support Specialist 2 on the Core Lab team, you serve as the primary support liaison between Roche and our customers. You will be responsible for independently providing phone/online support and managing the resolution of complex technical issues involving chemistry and immunochemistry laboratory equipment usage, software, and diagnostic applications for products such as cobas Pro, cobas Pure, cobas 6000, cobas 8000, and lab automation. 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 company's overall success through interactions that develop and promote loyal business relationships and serve as a technical resource for internal sales and marketing partners.
Must be able to follow troubleshooting and documentation procedures and apply themselves to understand technical and scientific material.
Ability to develop a working knowledge of complex regulatory requirements and associated risks and apply them in a quality manner to your work.
Ability to capture pertinent information in a written format in a concise, clear manner for both documentation and internal communication purposes.
Limited understanding of connectivity and automation of assigned instruments, but with the ability to learn IT network structures, communication protocols, and IT interfaces.
This is a remote based role
Who You Are
Associate's degree or equivalent military training in medical technology, electronics or related field.
Preferred Requirements
Bachelor's degree preferred, or Associates degree in medical or STEM, or equivalent field service or CSC experience.
Phone customer service experience
Knowledge of Rochechemistry/immunochemistryanalyzers
Clinical chemistry applications background
Applications training in cobas 6000, cobas 8000, or cobas pro
Interest/ability in working 2nd or 3rd shift
Interest/ability in working a Saturday or Sunday in schedule
The expected salary range for this position based on Indianapolis, IN is $46,500 - $86,000/year. 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
Are you ready to apply?
Relocation benefits are not eligible for this job posting.
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.
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.
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.
Roche is an Equal Opportunity Employer & prohibits unlawful discrimination based on race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, disability, marital & veteran status.
Salary : $46,500 - $86,000
