Lab IT Solution Support Engineer

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people's varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.

The Position

Lab IT Solution Support Engineer

As the Lab IT Solution Support Engineer, you will maintain a Subject Matter Expert level knowledge on assigned products and provide product knowledge and troubleshooting support to Technical Support Specialists. Coaches and trains staff in new product launches and re courses. Liaison with other departments to resolve diverse issues which affect customers. Identify possible issues/concerns that may affect future product service. Act as knowledge-bridge, providing practical advice that will shape product launches to reduce after product release service-related issues. May be required to provide customer technical telephone support.

A seasoned professional with wide-ranging experience. Deals with diverse and oftentimes complex issues, where analysis may require in-depth evaluation of many factors. Exercises judgment in evaluating methods and may determine criteria for obtaining solutions. Networks with senior internal and external personnel in the area of expertise as well as some key contacts outside the area of expertise.

Responsible for maintaining and continuously improving the quality system and achieving quality objectives through daily actions.

10% of travel required.

Key Roles & Responsibilities:

• Support of new versions and updates of product launches to include patches and Technical Service Bulletins
• Assists with troubleshooting dispatched complex customer issues
• Shares information and updates regarding complex customer issues and product related issues
• Identify opportunities to improve resolution rate through reviews and reporting, when applicable
• Collaborates with other departments to resolve diverse issues which directly and indirectly affect customers
• Participates in interdepartmental meetings to identify possible issues/concerns that may affect future product service
• Remains current on company/customer communications. Maintains a continual learning process to remain informed of changes in relevant hardware and software.
• Utilizes, participates, and provides input into knowledge management systems.
• Maintain periodic review of knowledge management articles. If applicable, accountable for timely and accurate case handling within the CRM
• Consults on complex customer account issues and escalations as needed
• May provide direct technical support to internal and external customers
• May travel to customer site for interaction/cessation of problem situations leading to process changes that improve overall customer experience
• Models quality documentation and compliance
• Responsible for procedural on-call coverage on a rotational basis

Who You Are:

• Bachelor's degree in Computer Science, Information Technology, Medical Technology, Life Sciences and two years of Laboratory IT, general IT, product line experience or 4 years of experience

Preferred qualifications:

• Technical skills within product groups: including Microsoft Windows, Apache, Networking, Security and Intersystems Cache
• Familiar with healthcare domain integration standards (ASTM, HL7, IHE, DICOM, HIPAA, ADT, etc.)
• Experience with file parsing (XML, XSLT, etc.)
• Knowledge of the clinical customer base and critical components of a laboratory information system (LIS) and laboratory IT processes and workflows
• Ability to troubleshoot problems, consult and drive resolution
• Effective communication skills, ability to effectively communicate with and translate requirements for both technical and non-technical groups
• 1 - 2 years LIS consulting, technical support or process management experience
• Understanding of RDC total solution including interaction between RDC IT solutions and instruments

Location:

• This role services the territory of AR, CO, KS, LA, MO, ND, NE, NM, OK, SD, TX & WY. Candidate must reside within stated territory. No relocation benefits are provided for this role. No relocation benefits are provided for this role.

The expected salary range for this position based on the primary location of Texas is $76,700 - $142,500. 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

At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we've become one of the world's leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

As a global leader in healthcare, Roche Diagnostics offers a broad portfolio of products, tools and services that help in the prevention, diagnosis and management of diseases like HPV, HIV, hepatitis and diabetes as well as other medical conditions, such as fertility and blood coagulation. These products and services are used by researchers, physicians, patients, hospitals and laboratories worldwide to help improve people's lives.

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.

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 .

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.