Digital Solutions Engineer

Roche • Indianapolis, IN

2d • Remote

About The Position

The Digital Solutions Engineer manages remote and/or on-site installation of IT product solutions at customer sites. The role determines customer needs, sets installation expectations, coordinates resources and schedules, validates solutions, and ensures customers are satisfied and solutions function as planned. It also provides technical support for complex system issues and critical customer situations, supports new-hire training and mentoring, and completes project and regulatory documentation. Troubleshooting continues through installation and the post-go-live period, with implementation issues escalated as needed.

This is a field-based, full-time remote position with 25% travel. Preference is given to candidates who reside within 50 miles of a major metropolitan U.S. airport. Relocation benefits and a company car are not provided. The expected salary range for the primary location of Indiana is $85,900 to $159,500, with a discretionary annual bonus potentially available based on individual and Company performance.

Requirements

• Bachelor’s degree in Computer Science preferred; degrees in Information Technology or Management Information Systems are also listed.
• Two years of laboratory IT, general IT, or product-line experience, or four years of experience.
• Experience installing and evaluating complex laboratory analyzers, IT products, or automation systems.
• Ability to troubleshoot complex problems, consult, and drive resolution.
• Strong communication skills, including the ability to translate requirements for technical and non-technical groups and communicate confidently with customers during escalations.
• Ability to evaluate complex processes and apply critical-thinking skills.
• Ability to work on complex problems involving analysis across multiple contributing factors and systems.
• Ability to manage multiple projects concurrently, including time and expectations.
• Ability to quickly gain and apply knowledge and skills, and willingness to learn new solutions.
• Understanding of the Roche Diagnostics total solution, including interactions between Roche Diagnostics IT Solutions and instruments.

Nice To Haves

• Technical skills in product groups such as Microsoft Windows, Microsoft SQL, Microsoft IIS, Oracle, Apache, JBoss, Drupal, PHP, MySQL, networking, security, and InterSystems Cache.
• Fluency with healthcare domain integration standards such as ASTM, HL7, IHE, DICOM, HIPAA, and ADT.
• Fluency with file parsing, including XML and XSLT.
• In-depth knowledge of the clinical customer base and key components of a laboratory information system (LIS), laboratory IT processes, and workflows.
• One year of project or process management experience.

Responsibilities

• Manage remote and/or on-site installation of IT product solutions at customer sites.
• Determine customer needs and set appropriate installation expectations.
• Ensure resources are aligned and available to complete activities within the prescribed time frame.
• Validate IT solutions to evaluate their effectiveness.
• Ensure customers are satisfied with their IT product installations.
• Serve as a technical resource for lower levels on complex system issues and manage critical customer situations.
• Participate in new-hire training and mentoring based on area of expertise.
• Perform standard activities to keep projects on schedule and meet specified performance parameters.
• Complete administrative requirements, including expense submissions, project reports, documentation, status reports, and regulatory requirements.
• Troubleshoot during installation and through the post-go-live period to ensure IT solutions function and are used as planned.
• Escalate implementation issues as needed.

Benefits

• A discretionary annual bonus may be available based on individual and Company performance.
• The position qualifies for the benefits described at the linked benefits page.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level