Digital Support Engineer

Roche • Indianapolis, IN

4d • Remote

About The Position

Roche is hiring multiple Digital Support Engineers for its Support Network. The role manages remote and/or on-site installation of IT product solutions at customer sites, determines customer needs, coordinates resources, and sets installation expectations to complete work within prescribed timeframes. The engineer validates solutions, supports customer satisfaction, troubleshoots through installation and post-go-live, and escalates implementation issues as needed. The position also serves as a technical resource for lower-level colleagues on complex issues, supports new-hire training and mentoring, and helps keep projects on schedule and within performance parameters. Administrative duties include expense submissions, project and status reports, documentation, and compliance with regulatory requirements. This is a full-time, field-based remote position with 25% travel. Relocation benefits and a company car are not provided. Preference is for candidates residing within 50 miles of a major metropolitan U.S. airport.

Requirements

• Bachelor’s degree in Computer Science preferred, or in Information Technology or Management Information Systems, and two years of laboratory IT, general IT, or product-line experience; alternatively, four years of experience.
• Experience installing and evaluating complex laboratory analyzers, IT products, or automation systems.
• Ability to troubleshoot highly complex problems, consult, and drive resolution.
• Strong communication skills and ability to translate requirements for technical and non-technical groups.
• Ability to communicate confidently with customers when issues require organizational or operational expertise.
• Ability to evaluate complex processes and apply critical-thinking skills to complex assignments.
• Ability to analyze complex problems involving multiple contributing factors across multiple 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 critical components of an LIS, laboratory IT processes, and workflows.
• One year of project or process management experience.
• Understanding of the Roche Diagnostics total solution, including interactions between Roche Diagnostics IT Solutions and instruments.

Responsibilities

• Manage remote and/or on-site installation of IT product solutions at customer sites.
• Determine customer needs and set installation expectations, ensuring resources are available to complete activities within the prescribed timeframe.
• Perform validation of IT solutions to evaluate their effectiveness.
• Ensure customers are satisfied with their IT product installations.
• Serve as a technical resource for lower-level colleagues on complex system issues and manage critical customer situations.
• Participate in new-hire training and mentoring based on area of expertise.
• Complete standard activities to keep projects on schedule and meet specified project performance parameters.
• Complete administrative requirements, including expenses, project reports, documentation, status reports, and regulatory compliance.
• 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 company benefits detailed at the provided benefits link.

What This Job Offers

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