Offers “Roche”

25 days agoRoche

GCS Product Support Engineer - Digital Pathology

  • Santa Clara (Santa Clara)
  • Teaching

Job description

·  Job facts

This role is within Roche Tissue Diagnostics

JOB SUMMARY:

Supports on-market products by performing Level 2 troubleshooting and product inquiries/ case reviews for 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 and collaborates with product/ software development teams.

DISTINGUISHING CHARACTERISTICS:

The Product Support Engineer is the second in a series of five jobs. The employee has some experience performing the essential functions of the role and works on assigned projects under general direction from the reporting manager.

ESSENTIAL RESPONSIBILITIES:

· 
Provides on market support by addressing Level 2 submissions 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. Provides on-call support on a rotational basis.

· 
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 Tissue Diagnostics (RTD) 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 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 service documentation for internal/external training prior to Launch Decision.

MINIMUM QUALIFICATIONS:

· 
Bachelor's degree in electronics, engineering, computer science, BA degree, or similar technical degree required. Equivalent combination of education and experience accepted.

· 
1 year of related experience:
For hardware, the experience would pertain to Installation, repair, assembly and/or testing of electro-mechanical devices.

KNOWLEDGE, SKILLS, AND ABILITIES:

· 
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.

· 
Courteous and customer oriented. Understands the fundamentals of effective customer communications. Works to satisfy internal and external partners.

· 
Demonstrates observable behaviors related to RTD's cultural beliefs. Mentors others in the actions necessary to demonstrate observable behaviors consistent with this level in the RTD Talent Management Program.

Additionally, within the product/hardware support role:

· 
Ability to read and understand electrical, mechanical, assembly drawings, diagrams, schematics, specifications and technical procedures.

· 
Ability to read and understand service manuals, technical and service notifications and technical communications in various forms.

· 
Ability to use test equipment such as digital multimeters, calibrated gauges, and precision weight scales and use hand tools such as screwdrivers, wrenches, allen wrenches, and various other hand tools.

· 
Knowledge of softwares such as SolidWorks, iSDoc, Agile, MS Office, Google Mail and Calendar desirable.

TRAVEL REQUIREMENTS:
25% travel required. Domestic travel is required and international travel may be required.

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

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.

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