GCS RTD PS Prod Support Engineer

Job description

·  Job facts

Responsibilites

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. 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 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.

Minimum Qualifications

Associates Degree in electronics, engineering, computer science or similar technical degree required along with 4 years of relevant experience OR

Bachelors Degree in electronics, engineering, computer science or similar technical degree required along with 1 year of relevant experience

Also must have at least 1 year of 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.

For hardware, the experience would pertain to installation, repair, assembly and/or testing of electro-mechanical devices.

For IT and Networking, the experience would pertain to implementation, installation, troubleshooting, and configuring of software and IT solutions on High Performance Computers/Servers/Clusters running Linux operating systems (such as Debian 7, Red Hat, Centos). Experience with installing and configuring firewalls and Remote solutions (HW and SW gateways).

Support of Laboratory Information System (LIS) interfaces is preferred

Equivalencies

Equivalent combination of education and experience accepted

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.

Ability to work independently on assigned tasks of a moderate scope with minimal guidance or supervision. Exercises judgment within defined procedures and practices to determine appropriate action.

Possesses good communication, organizational and logical thinking skills. Communicates complex and unfamiliar ideas and solutions easily to users with little or no technical knowledge. Effectively communicates with internal partners as issues escalate to more advanced problems and works to satisfy internal and external partners.

Demonstrates observable behaviors related to Roche's cultural beliefs. Courteous and customer oriented. Understands the fundamentals of effective customer communications. Works to satisfy internal and external partners.

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.

Within the software/ IT support role, ability to diagnose, investigate, and solve complex software and IT problems and be able to work under pressure in order to meet tight deadlines when required.

Within the IT and Networking role:

• Familiar with networking and associated services (IPv4, DNS, DHCP, etc)

• Practical knowledge of TCP/IP, VPN, RDP, and other network protocols

• Able to read logs from multiple system environments and troubleshoot issues

• Familiar with multi-platform system administration

• Knowledge of best practices around management, control and monitoring of server infrastructure with hands on experience in networking, routing and switching.

• CCNA, Network+, CCNP, CCDP, CCIE or equivalent is preferred

Travel Requirements

25% Based on business needs; Domestic travel is required and international travel may be required

Roche is an equal opportunity employer.
Customer Support, Customer Support > Technical & Application Support

·  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.