[Hiring] Digital Support Engineer @Roche

Role Description

This is an exciting time to join Roche Support Network. If you are passionate about problem solving then this is the position for you! As a research-focused healthcare company, Roche discovers, develops and provides innovative diagnostics and therapeutic products and services that deliver significant benefits to patients and healthcare professionals.

• Responsible for the management of remote and/or on-site installation of IT product solutions at a customer site.
• Determines customer needs and sets appropriate installation expectations, ensuring resources are aligned and available to complete the required activities within the prescribed time-frame.
• Performs validation process of IT solutions to evaluate effectiveness.
• Ensures all customers are fully satisfied with their IT product installation.
• Serves as a technical resource for lower levels on more complex system issues and manages critical customer situations.
• Participates in new hire training and mentoring activities based on area of expertise.
• Meets standard activities to ensure project progresses on schedule and fulfills specified project performance parameters.
• Responsible for administrative requirements including expensing, project reports, documentation, status reports, and adherence to regulatory requirements.
• Performs troubleshooting during the installation process through the post go-live time-frame to ensure that the IT solutions are fully functional and utilized as planned. Escalates implementation issues, as needed.

Qualifications

• Bachelor’s Degree in Computer Science preferred, Information Technology, Management Information Systems, and two years of laboratory IT, general IT, product line experience or 4 years of experience.
• Experience installing and evaluating complex laboratory analyzers, IT products, Automation systems.

Requirements

• Technical skills within product groups; such as Microsoft Windows, Microsoft SQL, Microsoft IIS, Oracle, Apache, JBoss, Drupal, PHP, MySQL, Networking, Security and Intersystems Cache.
• Fluency with healthcare domain integration standards (e.g. ASTM, HL7, IHE, DICOM, HIPAA, ADT, etc.).
• Fluency with file parsing (XML, XSLT, etc.).
• In-depth knowledge of the clinical customer base and critical components of an LIS and laboratory IT processes and workflows.
• Ability to troubleshoot highly complex problems, consults, and drives resolution.
• Exemplary communication skills; ability to effectively communicate with and translate requirements for both technical and non-technical groups.
• Able to confidently communicate with customers as issues escalate to a level where organizational/operational expertise is required.
• Excellent understanding of RDC total solution including interaction between RDC IT Solutions and Instruments.
• Ability to evaluate complex processes and apply critical-thinking skills to complete assignments that are complex in nature.
• Ability or aptitude to work on problems that are complex in scope where analysis of situations or data involves multiple contributing factors across multiple systems.
• Ability to work on multiple projects concurrently managing time and expectations.
• Ability to quickly gain knowledge and apply, understanding or skills and is willing to learn new solutions.
• Effective communication skills; ability to effectively communicate with and translate requirements for both technical and non-technical groups.
• One year project or process management experience, preferred.
• Understanding of RDC total solution including interaction between RDC IT Solutions and Instruments.

Benefits

• Relocation benefits are not available for this job posting.
• Company car is not provided with this position.
• This is a field-based, full-time remote position.
• Travel Expectations 25%.
• Preference to reside within 50 miles of a major metropolitan US airport.
• The expected salary range for this position based on the primary location of Indiana is $85,900.00 to $159,500.00.
• 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.