Provides technical advice to support a variety of post-sales activities, including installation, testing, integration, and maintenance of RTD products. Assists Field Project Managers in assessing the application of RTD products to meet customer needs and preparing detailed product specifications for the implementation and integration of customer applications and/or solutions. Completes all required implementation activities within the prescribed time frame, following documented procedures and processes, to ensure the product application/solution functions to specifications. Ensures customer satisfaction during the installation and integration processes and post-go-live period.
Develops, gains agreement, and communicates professional project plans for customer implementations which do not require a Field Project Manager’s oversight to conform to RTD policies and procedures in a highly accountable and successful manner. Manages expectations, identifies risks, and formulates plans to minimize impacts to the project. Directs and coordinates activities to ensure project progress on schedule while meeting all other specified project performance parameters. Actively participates in and conducts pre-implementation, implementation and post-project review meetings for RTD customers and internal stakeholders.
Specialized and in-depth comprehensive knowledge and experience in a particular field or business area. Duties are varied and complex often involving research, analysis, and solution development.
Typically a higher level professional position. Requires the regular use of originality and ingenuity.
Responsible for maintaining and continuously improving the quality system and achieving quality objectives.
Requires frequent travel, 50% or greater, to customer sites for installation activities and resolution of issues impacting the timely implementation of RTD products.
The Product Support Engineer will be:
• Responsible for the management and oversight of the on-site installation of IT product solutions at a customer site, ensuring resources are aligned and available to complete the required activities within the prescribed timeframe.
• Responsible for the on-site installation of IT product solutions at a customer site.
• Determines customer needs and sets appropriate installation expectations. 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.
• Responsible for the development of integration, implementation, and installation materials for supported IT products.
• Participates in new hire training and mentoring activities.
• Designs, gains agreement, and communicates professional project plans for advanced customer implementations which confirm with RTD policies and procedures. Directs and coordinates activities to ensure project progresses on schedule and meets 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 timeframe to ensure that the IT solutions are fully functional and utilized as planned. Escalates implementation issues, as needed.
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Who you are
You’re someone who wants to influence your own development. You’re looking for a company where you have the opportunity to pursue your interests across functions and geographies. Where a job title is not considered the final definition of who you are, but the starting point.
Required Skills:
• Bachelor’s Degree in Computer Science, Information Technology, or other technical degree related to product lines or three years of laboratory IT experience
• Three years general IT experience
• One year project or process management experience
• Knowledge of the clinical customer base and critical components of an LIS and laboratory IT process.
• Ability to troubleshoot complex problems, consults, and drives resolution.
• Highly effective communication skills; ability to effectively communicate with and translate requirements for both technical and non-technical groups.
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Who we are
At Roche, 88,500 people across 150 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.
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, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.
Job facts
Location United States Function Sales & Marketing Subfunction Other Sales and Marketing Schedule Full-time Job level Individual Contributor Job type Regular Employee Division Diagnostics Date 2015/07/10 Job-ID 3101418212
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