Technical Support Specialist

The Position

Schedule:

This position is within a 24/7 call center. It is expected for this individual to have flexibility working 2nd or 3rd shifts and/or weekends, including some holidays. Your schedule will be determined on a quarterly basis.

The position is remote based.

• Provide technical support to customers, answering questions on function and usage of products via the Technical Support Center.
• Analyze basic problems with electro/mechanical equipment, software applications or reagents to identify problem areas and recommend corrective actions.
• Serve as the primary support liaison between Roche and the customer.
• Recommend solutions to customers’ application questions and maintain a database of problems to analyze recurring issues.
• Apply fundamental concepts, practices and procedures of the particular field of specialization.
• Receive significant on-the-job training or formalized education in a specific area; use evaluation, originality or ingenuity as required.
• Contribute independently or with a team toward a program or department goal or service.
• Interface with internal customers and departments.
• Maintain and continuously improve the quality system and achieve quality objectives through daily actions.

• Associate’s degree or equivalent military training in medical technology, electronics or a related field.

• Bachelor’s degree preferred, or Associate’s 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, cobas pro, cobas pure, or mass spectrometry.
• Interest/ability in working 2nd or 3rd shift.
• Interest/ability in working on scheduled Saturdays or Sundays.

The expected salary range for this position based on Indianapolis, IN is $47,600.00 - $88,400.00 per year. Actual pay will be determined based on experience, qualifications, geographic location, and other job‑related factors permitted by law. A discretionary annual bonus may be available based on individual and company performance. This position also qualifies for the benefits detailed at the link provided below.

Roche is an equal opportunity employer. It is our policy and practice to employ, promote, and otherwise treat any and all employees and applicants on the basis of merit, qualifications, and competence. The company's policy prohibits unlawful discrimination, including but not limited to discrimination on the basis of protected veteran status, individuals with disabilities, and consistent with all federal, state, or local laws.

If you have a disability and need an accommodation in relation to the online application process, please contact us by completing this form Accommodations for Applicants. Roche is an equal opportunity employer and strictly prohibits unlawful discrimination based upon an individual’s race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.