Job Title: Product Support Engineer
We are seeking a highly skilled and motivated Product Support Engineer to join our Molecular Lab team.
Your primary responsibility will be to provide technical support to field engineers, technicians, and product support employees who are diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems.
You will also respond to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Additionally, you will report design, reliability, and maintenance problems or bugs to design engineering/software engineering.
In this role, you may be involved in customer installation and training. You will also provide support to customers/users where the product is highly technical or sophisticated in nature.
To be successful in this role, you should have experience setting up and maintaining cloud computing systems, analyzing large data sets (preferably scientific data), and setting up and maintaining internal computer networks.
A strong background in Linux commands, including navigating through log files using CLI, is also required. Familiarity with Quality system procedures, company concepts, and standard practices is essential.
You should be able to effectively present information to internal customers, both verbally and in writing, and interact with cross-functional groups. Strong communication, organizational, and logical thinking skills are necessary for this role.
This position requires up to 25% of international travel. A bachelor's degree in a related field is preferred, but not mandatory. Desirable previous laboratory experience is also an asset.
About the Role:
* Provides technical support to field engineers, technicians, and product support employees
* Responds to complex technical issues
* Reports design, reliability, and maintenance problems or bugs
* May be involved in customer installation and training
* Provides support to customers/users with highly technical products
About Us:
We are a global organization dedicated to providing innovative and best-in-class service excellence for Roche Diagnostics. We strive to build teams that represent a range of backgrounds, perspectives, and skills, embracing diversity and inclusivity to create a great place to work and innovate for patients.