Digital Support Engineer

Roche • Indianapolis, IN

4d • $85,900 - $159,500 • Remote

About The Position

The Digital Support Engineer manages remote and/or on-site installation of IT product solutions at customer sites. The role determines customer needs and installation expectations, aligns resources to complete activities on time, validates IT solutions, and ensures customer satisfaction. The engineer serves as a technical resource for lower-level colleagues on complex system issues, manages critical customer situations, and contributes to new-hire training and mentoring. The position also supports project progress and performance, completes administrative and regulatory documentation, and troubleshoots installations through post-go-live to ensure solutions function and are used as planned. Implementation issues are escalated as needed.

This is a field-based, full-time remote position with 25% travel. Preference is given to candidates residing within 50 miles of a major metropolitan U.S. airport. Relocation benefits and a company car are not provided.

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.
• Ability to communicate effectively with technical and non-technical groups and translate requirements for them.
• 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 time and expectations across multiple concurrent projects.
• Ability to quickly gain and apply knowledge and skills, and willingness to learn new solutions.
• Field-based remote work with 25% travel.

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.
• Excellent understanding of the RDC total solution, including interaction between RDC IT Solutions and Instruments.
• One year of project or process management experience.
• Preference to reside within 50 miles of a major metropolitan U.S. airport.

Responsibilities

• Manage remote and/or on-site installation of IT product solutions at customer sites.
• Determine customer needs and set installation expectations; align available resources to complete activities within the prescribed timeframe.
• Validate 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.
• Ensure projects progress on schedule and meet specified 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 utilized 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 link referenced in the posting; specific benefits are not listed.

What This Job Offers

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