Job description


  • Entry level
  • No Education
  • Salary to negotiate
  • Santa Clara


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. 
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.
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.
Formal Training/Education:
Associates degree or an equivalent combination or education and experience
BS or BA degree preferred
4 years’ experience with an Associates degree or 7 years equivalent combination of education and experience.
2 years’ relevant experience with Bachelor’s degree.
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.
Support of Laboratory Information System (LIS) interfaces is a plus
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.
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.
25% travel required. Domestic travel is required and international travel may be required.

About the company

Roche is a Swiss global health-care company that operates worldwide under two divisions: Pharmaceuticals and Diagnostics. Its holding company, Roche Holding AG, has bearer shares listed on the SIX Swiss Exchange.

The company headquarters are located in Basel and the company has many pharmaceutical and diagnostic sites around the world – including: Tucson, AZ; Pleasanton, CA; Vacaville, California, Oceanside, California, Branchburg, NJ; Indianapolis, Indiana; Florence, South Carolina; and Ponce, Puerto Rico in the US; Welwyn Garden City and Burgess Hill in the UK; Clarecastle in Ireland; Mannheim and Penzberg in Germany; Mississauga and Laval in Canada; Shanghai in China; Mumbai & Hyderabad in India; São Paulo and Rio de Janeiro, Brazil; Segrate, Milan in Italy; Johannesburg in South Africa; Karachi, Islamabad and Lahore in Pakistan. There are 26 manufacturing sites worldwide.

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