Digital Support Engineer

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.

*** Multiple roles available ***

This is an exciting time to join Roche Support Network. If you are passionate for problem solving then this is the position for you! As a research-focused healthcare company, Roche discovers, develops and provides innovative diagnostics and therapeutic products and services that deliver significant benefits to patients and healthcare professionals - from early detection and prevention of diseases to diagnostics, treatment and treatment monitoring.

Roche is a successful company that can offer exciting career opportunities. We encourage and support your development in areas of your interest which will prepare you for the next level in your career path. We know that people are responsible for our success and we value our employees. Our commitment is to create a work environment where feeling valued, respected, and empowered is a daily experience.

• Responsible for the management of remote and/or on-site installation of IT product solutions at a customer site
• Determines customer needs and sets appropriate installation expectations, ensuring resources are aligned and available to complete the required activities within the prescribed time-frame
• Performs validation process of IT solutions to evaluate effectiveness
• Ensures all customers are fully satisfied with their IT product installation
• Serves as a technical resource for lower levels on more complex system issues and manages critical customer situations
• Participates in new hire training and mentoring activities based on area of expertise
• Meet standard activities to ensure project progresses on schedule and fulfills specified project performance parameters
• Responsible for administrative requirements including expensing, project reports, documentation, status reports, and adherence to regulatory requirements
• Performs troubleshooting during the installation process through the post go-live time-frame to ensure that the IT solutions are fully functional and utilized as planned. Escalates implementation issues, as needed

The minimum education, knowledge, experience, skills and attributes required to perform the essential functions of this job.

• Bachelor’s Degree in Computer Science preferred, Information Technology, Management Information Systems, and two years of laboratory IT, general IT, product line experience or 4 years of experience
• Experience installing and evaluating complex laboratory analyzers, IT products, Automation systems

• Technical skills within product groups; such as Microsoft Windows, Microsoft SQL, Microsoft IIS, Oracle, Apache, JBoss, Drupal, PHP, MySQL, Networking, Security and Intersystems Cache
• Fluency with healthcare domain integration standards (e.g. ASTM, HL7, IHE, DICOM, HIPAA, ADT, etc.)
• Fluency with file parsing (XML, XSLT, etc.)
• In-depth knowledge of the clinical customer base and critical components of an LIS and laboratory IT processes and workflows
• Ability to troubleshoot highly complex problems, consults, and drives resolution
• Exemplary communication skills; ability to effectively communicate with and translate requirements for both technical and non-technical groups
• Able to confidently communicate with customers as issues escalates to a level where organizational/operational…