Technical Support Specialist 2 - IT
About The Position
At Roche, we foster a culture where 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. This position provides technical support to customers, answering basic questions on function and usage of products via the Technical Support Center. This individual may also provide technical assistance to sales, marketing, and other Roche departments. You will analyze basic problems with non-functioning electro/mechanical equipment, software applications, or reagents to identify problem area(s) and recommend corrective action. You will also serve as the primary support liaison between Roche and the customer. This individual will recommend solutions to customer’s application questions and maintain a database of problems so that recurring problems can be analyzed and reported. You will know and apply the fundamental concepts, practices, and procedures of the particular field of specialization. You will have significant on-the-job training or formalized education in a specific area. Requires some evaluation, originality, or ingenuity. This individual will contribute independently or with a team towards a program or department goal or service. You will interface with internal customers and departments. This individual is responsible for maintaining and continuously improving the quality system and achieving quality objectives through daily actions.
Requirements
- Associate’s Degree in Electronics (or equivalent military training or related field engineering experience), Medical Technology, or related field.
- Effective customer service skills, which include a positive attitude, helpful customer interaction, and maintenance of ongoing customer relationships.
- Effective communication and customer service skills.
- Ability to gain a basic knowledge of all Roche products within the business area.
Nice To Haves
- Bachelor of Science.
- IT Middle ware experience.
- LIS/ LIMS Experience.
- Security, Network+, Call Center IT Experience, Industry experience.
Responsibilities
- Provides technical support to customers, answering basic questions on function and usage of products via the Technical Support Center.
- Provides technical assistance to sales, marketing, and other Roche departments.
- Analyzes basic problems with non-functioning electro/mechanical equipment, software applications, or reagents to identify problem area(s) and recommend corrective action.
- Serves as the primary support liaison between Roche and the customer.
- Recommends solutions to customer’s application questions.
- Maintains a database of problems so that recurring problems can be analyzed and reported.
- Maintains and continuously improves the quality system and achieving quality objectives through daily actions.
Benefits
- Discretionary annual bonus may be available based on individual and Company performance.
- Benefits detailed at the link provided below.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
