Technical Support Specialist 2 - Near Patient Care

Roche; Indianapolis (IN); Hybrid; USD 48,000 - 88,000; Full time

Job summary

Roche seeks a Technical Support Specialist 2 for the Near Patient Care team in a remote-based role serving healthcare professional customers. You will provide phone/online support, resolve complex issues related to Near Patient Care products, software and diagnostic applications for hospital blood glucose products, and maintain records per Roche Quality and FDA requirements.

You will act as a technical resource for internal sales/marketing, learn IT networks, and navigate regulatory requirements

Qualifications

• Associate’s degree (or equivalent military training) required or preferred.
• Bachelor's degree preferred, or Associates degree in medical or STEM, or equivalent field service or CSC experience.
• Relocation benefits are not eligible for this job posting.

Education

Associate’s degree (or equivalent military training)

Bachelor's degree preferred, or Associates degree in medical or STEM, or equivalent field service or CSC experience

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

Are you a laboratory or allied health professional looking to use your skills in a new way? Do you have a passion for solving problems that help improve patient lives? Are you interested in working for a company that is not only an industry leader but has also been named one of the best places to work? If so, this is the position for you!

Schedule

This position is within a 24/7 call center. It is expected for this individual to have flexibility working 1st, 2nd, or 3rd shifts and/or weekends, including some holidays. Your schedule will be determined on a quarterly basis.

The Opportunity

As a Technical Support Specialist 2 on the Near Patient Care team you serve as the primary support liaison between Roche and our healthcare professional customers. You will independently provide phone/online support and manage the resolution of complex technical issues involving Near Patient Care products usage, software and diagnostic applications for hospital blood glucose products . You will be responsible for tracking and maintaining records in accordance with Roche Quality and FDA requirements. In addition to technical problem resolution, the technical support specialist is also responsible for the overall success of the company through interactions that develop and promote loyal business relationships as well as serve as a technical resource for internal sales and marketing partners. Must be able to follow troubleshooting and documentation procedures and be able to apply themselves to understand technical and scientific material. Ability to develop a working knowledge of complex regulatory requirements and associated risks and apply them in a quality manner to your work. Ability to capture pertinent information in a written format in a concise, clear manner for both documentation and internal communication purposes. Limited understanding of connectivity and automation of assigned instruments, but with the ability to learn IT network structures, communication protocols and IT interfaces. This is a remote based role.

Who You Are

You hold an Associate’s degree (or equivalent military training).

Preferred Qualifications

Bachelor's degree preferred, or Associates degree in medical or STEM, or equivalent field service or CSC experience.

Relocation benefits are not eligible for this job posting.

The expected salary range

The expected salary range for this position based on Indiana is $47,600 - $88,400/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.

Benefits

This position also qualifies for the benefits detailed at the link provided below.

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.