Technical Support Specialist 2 - Near Patient Care
About The Position
As a Technical Support Specialist 2 on the Near Patient Care team, you serve as the primary support liaison between Roche and healthcare professional customers. You independently provide phone and online support and manage the resolution of complex technical issues involving the use of Near Patient Care products, software, and diagnostic applications for hospital blood glucose products. You track and maintain records in accordance with Roche Quality and FDA requirements. You also help develop and promote loyal business relationships and serve as a technical resource for internal sales and marketing partners. The role requires following troubleshooting and documentation procedures, understanding technical and scientific material, and developing working knowledge of complex regulatory requirements and associated risks. It also involves clearly and concisely documenting pertinent information for records and internal communications. The position has a limited initial understanding of connectivity and automation for assigned instruments, with the ability to learn IT network structures, communication protocols, and IT interfaces. This is a remote-based role in a 24/7 call center. The schedule requires flexibility to work first, second, or third shifts and/or weekends, including some holidays. Schedules are determined quarterly.
Requirements
- Associate’s degree or equivalent military training.
- Ability to follow troubleshooting and documentation procedures.
- Ability to understand technical and scientific material.
- Ability to develop working knowledge of complex regulatory requirements and associated risks and apply them in a quality manner.
- Ability to document pertinent information clearly and concisely.
- Limited understanding of connectivity and automation of assigned instruments, with the ability to learn IT network structures, communication protocols, and IT interfaces.
- Flexibility to work first, second, or third shifts and/or weekends, including some holidays, as part of a 24/7 call center schedule.
Nice To Haves
- Bachelor’s degree.
- Associate’s degree in medical or STEM field.
- Equivalent field service or CSC experience.
Responsibilities
- Serve as the primary support liaison between Roche and healthcare professional customers.
- Independently provide phone and online support.
- Manage resolution of complex technical issues involving Near Patient Care products, software, and diagnostic applications for hospital blood glucose products.
- Track and maintain records in accordance with Roche Quality and FDA requirements.
- Develop and promote loyal business relationships through customer interactions.
- Serve as a technical resource for internal sales and marketing partners.
- Follow troubleshooting and documentation procedures.
- Capture pertinent information clearly and concisely for documentation and internal communications.
- Apply regulatory requirements and associated risks to work in a quality manner.
- Learn IT network structures, communication protocols, and IT interfaces.
Benefits
- A discretionary annual bonus may be available based on individual and Company performance.
- The position qualifies for benefits detailed at the provided link; specific benefits are not listed.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
