88-50100596 Product Support Specialist

Roche•Tucson, AZ

9d•$92,784 - $125,280•Hybrid

About The Position

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters. The Position Ventana Medical Systems, Inc. seeks a Product Support Specialist to work at its Tucson, AZ and Marana, AZ locations. Duties: Within global biotechnology and diagnostics company, support products that perform complex medical laboratory tests for diagnosis, treatment, and prevention of various human diseases. Resolve complex technical issues involving medical laboratory tests, equipment, usage, software, and diagnostic applications that perform chemical analyses of biological materials to determine presence of normal or abnormal components. Operate, calibrate, and maintain laboratory equipment used in qualitative analysis or computer-controlled analyzers to support clients in their production environments and perform second-level troubleshooting for internal and external end-users. Participate in, lead design reviews, and provide feedback to the design team in supporting established service requirements on development projects. Review and approve new lab equivalent design changes and identify deliverables for new product implementations. Make technical recommendations for the use of applications and tools used to measure and enter data, ranging from those that perform analysis of medical tests and clinical results to medical diagnostic computer systems for further interpretation and storage. Make recommendations to clients on the use of systems and equipment that monitor quality assurance activities to ensure the accuracy of laboratory test results. Train and direct end-user medical and clinical laboratory technicians, technologists, and other medical laboratory workers engaged in laboratory testing which includes creating and implementing training session curricula. Create and update documentation and conduct training for internal personnel. Provide on-market support by addressing Level two submissions independently, following established quality system procedures in execution of work. Position requires 25% domestic and international travel (fully reimbursed) to customer sites at various unanticipated locations to support launch, implementation and troubleshooting of diagnostic products. Position requires work 1 day per week at company worksite in Marana, AZ. May telecommute up to 2 days per week.

Requirements

Master’s degree in Biology or closely related plus 3 years of experience providing technical support for molecular and tissue healthcare diagnostic products.
Troubleshooting and maintaining laboratory diagnostic equipment and automated systems in a clinical setting.
Working with and documenting case management workflows, including ticketing systems, for issue tracking, escalation, and resolution using CRM platforms.
Providing training for tissue diagnostic technologies, histopathology (H&E staining), immunohistochemistry (IHC), in situ hybridization (ISH), molecular pathology, and digital pathology.
Developing and delivering technical training programs and documentation for laboratory professionals.
Organizing and cataloging diagnostic platform records for systematic retrieval and audit-readiness, and supporting operational and compliance requirements.
Position requires 25% domestic and international travel (fully reimbursed) to customer sites at various unanticipated locations to support launch, implementation and troubleshooting of diagnostic products.
Position requires work 1 day per week at company worksite in Marana, AZ.
May telecommute up to 2 days per week.

Responsibilities

Support products that perform complex medical laboratory tests for diagnosis, treatment, and prevention of various human diseases.
Resolve complex technical issues involving medical laboratory tests, equipment, usage, software, and diagnostic applications that perform chemical analyses of biological materials to determine presence of normal or abnormal components.
Operate, calibrate, and maintain laboratory equipment used in qualitative analysis or computer-controlled analyzers to support clients in their production environments and perform second-level troubleshooting for internal and external end-users.
Participate in, lead design reviews, and provide feedback to the design team in supporting established service requirements on development projects.
Review and approve new lab equivalent design changes and identify deliverables for new product implementations.
Make technical recommendations for the use of applications and tools used to measure and enter data, ranging from those that perform analysis of medical tests and clinical results to medical diagnostic computer systems for further interpretation and storage.
Make recommendations to clients on the use of systems and equipment that monitor quality assurance activities to ensure the accuracy of laboratory test results.
Train and direct end-user medical and clinical laboratory technicians, technologists, and other medical laboratory workers engaged in laboratory testing which includes creating and implementing training session curricula.
Create and update documentation and conduct training for internal personnel.
Provide on-market support by addressing Level two submissions independently, following established quality system procedures in execution of work.
Support launch, implementation and troubleshooting of diagnostic products.