Product Support Specialist

Roche • Tucson, AZ

1d • $66,500 - $104,500

About The Position

As a member of Global Customer Support, the Product Support Specialist supports on-market products and provides second-level troubleshooting and support to internal and external customers. The role applies knowledge of professional practices, assay performance, and troubleshooting principles, while following established Roche Quality system procedures.

The specialist participates in and may lead design reviews, providing a service perspective and feedback to design teams. The role also develops and updates service, user, and training documentation; creates or revises training curricula; delivers training to small groups; and uses project management fundamentals to ensure assigned projects are completed properly and on time. Other duties may be assigned by management.

Requirements

• Bachelor's degree in science or a related discipline.
• At least 1 year of technical support experience in a customer-facing or field role, including troubleshooting and training.
• An equivalent combination of education and experience will be considered.

Nice To Haves

• HT certification.
• Project management background in a scientific or academic setting, with the ability to engage across diverse teams.
• Experience in diagnostics or related fields.

Responsibilities

• Provide on-market support by independently addressing Level 2 submissions, with occasional guidance from a senior team member.
• Apply knowledge of professional practices, assay performance, and troubleshooting principles and practices.
• Participate in and potentially lead design review teams, providing a service perspective.
• Review and approve design change content and assist with or create required deliverables.
• Create or revise curricula for training sessions and deliver training to small groups.
• Support service requirements on development projects.
• Create service and user documentation for internal and external training before Launch Decision and for on-market products as needed.
• Use project management fundamentals to ensure assigned projects are completed properly and on time.
• Follow established Roche Quality system procedures in execution of work.
• Perform other duties as assigned by management.

Benefits

• A discretionary annual bonus may be available based on individual and Company performance.
• The position qualifies for company benefits; specific benefits are not listed in the posting.

What This Job Offers

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