Product Support Specialist

6127 Ventana Medical Systems, Inc.; Tucson (AZ); On-site; USD 67,000 - 105,000; Full time

Benefits offered by this job

Discretionary annual bonus

Benefits package

Job summary

Roche is seeking a qualified professional for Global Customer Support in Tucson, AZ. The role focuses on second-level troubleshooting, supporting on-market products, and shaping service and user documentation for Launch decisions and ongoing support.

You will participate in design reviews, create training curriculums, and deliver training to internal staff. A Bachelor's in Science and HT Certification (preferred) are valued, with 1+ year in technical support and project management experience.

Qualifications

• Bachelor's Degree in Science or related discipline.
• HT Certification (preferred).
• 1+ year of technical support experience in a customer-facing role.
• Project management experience in a scientific/academic setting.
• Experience in diagnostics is a plus.

Responsibilities

• Perform second-level troubleshooting for on-market products.
• Lead design reviews and provide feedback to the design team.
• Create and update documentation and training for internal personnel.
• Manage projects to ensure on-time completion.
• Develop service and user documentation for launches and on-market products.

Skills

Technical support

Troubleshooting

Training

Project management

Education

Bachelor's degree in Science

HT Certification

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 The Opportunity

As a member of Global Customer Support, you will supports on-market products and will perform second-level troubleshooting and Support requests for internal and external customers. You participate in and lead design reviews and provide feedback to the design team in supporting established service requirements on development projects. Also, you creates and update documentation and conduct training for internal personnel. Follows established Roche Quality system procedures in execution of work. Provides on-market support by addressing Level 2 submissions independently with occasional guidance from senior member of the team. Applies knowledge of professional practices, assay performance, and troubleshooting principles and practices. Participates in and may lead design review teams to provide service perspective, reviews and approves design change content, and assists in and/or creates the required deliverables. Creates / revises curriculum for training sessions and delivers training to small groups. Supports service requirements on development projects and creates service and user documentation for internal/external training prior to Launch Decision and for on-market products as needs arise. Utilizes Project management fundamentals to ensure assigned projects are completed properly and on time. Other duties as assigned by management.

Who You Are

You have a Bachelor's Degree in Science or a related discipline. HT Certification (preferred). 1+ year of technical support experience in a customer-facing or field role, including troubleshooting and training. An equivalent combination of education and experience will also be considered. Behaviors, competencies, and qualities of the ideal applicant. Project management background in a scientific or academic setting, with the ability to engage across diverse teams. Experience in diagnostics or related fields is a plus. Relocation benefits are not available for this job posting.

Pay & Benefits

The expected salary range for this position based on the primary location of Tucson is $66,500 - $104,500 annual. 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. We believe it’s urgent to deliver medical solutions right now – even as we develop innovations for the future. We are passionate about transforming patients’ lives. We are courageous in both decision and action. And we believe that good business means a better world. That is why we come to work each day. We commit ourselves to scientific rigor, unassailable ethics, and access to medical innovations for all. We do this today to build a better tomorrow. We are proud of who we are, what we do, and how we do it. We are many, working as one across functions, across companies, and across the world. We are Roche.