Digital Support Engineer

Roche; Indianapolis (IN); Remote; USD 86,000 - 160,000; Full time

Job summary

Roche is hiring for multiple roles in IT installation and support. You will manage remote and on-site installations of IT product solutions at customer sites, determine needs, validate solutions, and ensure customer satisfaction across projects.

The role involves troubleshooting, mentoring, and adherence to regulatory requirements while coordinating with global teams for successful deployments.

Qualifications

• Bachelor’s degree in computer science, information technology, MIS or related field; two years of lab IT or four years IT experience preferred.
• Experience installing and evaluating complex laboratory analyzers, IT products and automation systems.

Responsibilities

• Manage remote and/or on-site installation of IT product solutions at a customer site.
• Determine customer needs and set installation expectations with resources aligned for timely completion.
• Validate IT solutions to evaluate effectiveness and ensure full client satisfaction.
• Serve as technical resource for less experienced staff and manage critical customer situations.
• Participate in new hire training and mentoring activities.
• Maintain project progress, documentation and regulatory compliance.
• Troubleshoot during installation and post go-live to ensure full functionality.

Skills

Installation experience

Problem solving

Excellent communication

Education

Bachelor’s Degree in CS/IT/MIS

2 years IT lab experience or 4 years IT experience

Tools

Microsoft Windows

Microsoft SQL

Microsoft IIS

Oracle

Apache

JBoss

Drupal

PHP

MySQL

Job description

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.

The Position

*** 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.

The Opportunity

• 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

Who You Are

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

Preferred Qualifications

• 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 expertise is required
• Excellent understanding of RDC total solution including interaction between RDC IT Solutions and Instruments
• Ability to evaluate complex processes and apply critical-thinking skills to complete assignments that are complex in nature
• Ability or aptitude to work on problems that are complex in scope where analysis of situations or data involves multiple contributing factors across multiple systems
• Ability to work on multiple projects concurrently managing time and expectations
• Ability to quickly gain knowledge and apply, understanding or skills and is willing to learn new solutions
• Effective communication skills; ability to effectively communicate with and translate requirements for both technical and non-technical groups
• One year project or process management experience, preferred
• Understanding of RDC total solution including interaction between RDC IT Solutions and Instruments

Additional Information

• Relocation benefits are not available for this job posting
• Company car is not provided with this position
• This is a field-based, full-time remote position
• Travel Expectations 25%
• Preference to reside within 50 miles of a major metropolitan US airport

The expected salary range for this position based on the primary location of Indiana is $85,900.00 to $159,500.00. 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.

Benefits

Who we are A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact. Let’s build a healthier future, together.

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 status, 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.