Product Support Engineer
The Product Support Engineer plays a vital role in ensuring end-user success within the Diagnostics Division. This individual supports service organizations of Roche affiliates and Lifecycle-Teams by providing innovative and best-in-class service excellence.
The Product Support Engineer serves as the voice of the customer, bridging the gap between customers and Global Business teams. They ensure customer satisfaction is at the forefront of product designs and updates, providing solutions that meet customer needs across borders.
This includes equipping customers with the right tools and developing their skills to maintain operations, contributing to shaping healthcare now and enabling customers to change lives tomorrow.
The passion for supporting customers and affiliates lies at the heart of this role, making them a trusted partner in delivering exceptional customer service.
Key Responsibilities
* Provides technical support to field engineers, technicians, and product support employees on diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, software, or networked and/or wireless systems.
* Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.
* Reports design, reliability, and maintenance problems or bugs to design engineering/software engineering.
* Maintains customer installation and training, providing support for highly technical or sophisticated products.
Requirements
* Experience setting up and maintaining cloud computing systems.
* Previous experience analyzing large data sets (preferably scientific data).
* Experience setting up and maintaining internal computer networks.
* Practical experience with Linux commands and navigating through log files using CLI is preferred.
* Demonstrates knowledge of Quality system procedures and company concepts, adhering to standard practices.
* Effective communication and presentation skills for interacting with internal customers and cross-functional groups.
* Able to work independently on assigned tasks of moderate scope with minimal guidance or supervision.
* Possesses good communication, organizational, and logical thinking skills.
* Demonstrates observable behaviors related to Roche's cultural beliefs.
* Desirable previous laboratory experience.
Roche Operating Principles
* Follow the science.
* Act as one team.
* Accelerate learning.
* Simplify radically.
* Make impact now.
* Think long term.