Technical Support Specialist 2

Roche•Indianapolis, IN

1d•$47,600 - $88,400•Remote

About The Position

At Roche, we foster a culture where individuality is embraced, and personal expression, open dialogue, and genuine connections are encouraged. We value, accept, and respect everyone for who they are, enabling them to thrive both personally and professionally. Our mission is to prevent, stop, and cure diseases and ensure universal access to healthcare for present and future generations. Join Roche, where every voice matters. This position is within a 24/7 call center and requires flexibility to work 2nd or 3rd shifts and/or weekends, including some holidays, with schedules determined quarterly. If you have a passion for problem-solving, this is the role for you! As a research-focused healthcare company, Roche discovers, develops, and provides innovative diagnostics and therapeutic products and services that significantly benefit patients and healthcare professionals. We support your development in areas of interest to prepare you for your next career step. We value our employees, recognizing they are responsible for our success, and are committed to creating a work environment where feeling valued, respected, and empowered is a daily experience. This position provides technical support to customers, answering questions on product function and usage via the Technical Support Center. You will also provide technical assistance to sales, marketing, and other Roche departments. Responsibilities include analyzing basic problems with electro/mechanical equipment, software applications, or reagents to identify issues and recommend corrective actions. You will serve as the primary support liaison between Roche and the customer, recommending solutions to application questions and maintaining a database of problems for analysis and reporting. This role requires applying fundamental concepts, practices, and procedures of the specialization, with significant on-the-job training or formalized education. It involves some evaluation, originality, and ingenuity, contributing independently or as part of a team towards program or department goals. You will interface with internal customers and departments and are responsible for maintaining and improving the quality system and achieving quality objectives through daily actions. This is a remote-based role.

Requirements

Associate’s degree or equivalent military training in medical technology, electronics or related field.
Requires some evaluation, originality or ingenuity.
You will have significant on-the-job training or formalized education in a specific area.

Nice To Haves

Bachelor's degree preferred, or Associates degree in medical or STEM, or equivalent field service or CSC experience.
Phone customer service experience
Clinical chemistry applications background
Applications training in cobas 6000, cobas 8000, or cobas pro, cobas pure, mass spec.
Interest/ability in working 2nd or 3rd shift.
Interest/ability in working a Saturday or Sunday in schedule.

Responsibilities

Provide technical support to customers, answering questions on function and usage of products via the Technical Support Center.
Provide technical assistance to sales, marketing, and other Roche departments.
Analyze basic problems with non functioning electro/mechanical equipment, software applications or reagents to identify problem area(s) and recommend corrective action.
Serve as the primary support liaison between Roche and the customer.
Recommend solutions to customer’s application questions.
Maintain a database of problems so that recurring problems can be analyzed and reported.
Know and apply the fundamental concepts, practices and procedures of the particular field of specialization.
Contribute independently or with a team towards a program or department goal or service.
Interface with internal customers and departments.
Responsible for maintaining and continuously improving the quality system and achieving quality objectives through daily actions.