Full-Time Lab-IT Solution Support Engineer

The Position

A healthier future. It's what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come. Creating a world where we all have more time with the people we love. That's what makes us Roche.

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. May coordinate the activities of other employees. 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.

The Opportunity:

• Consults and troubleshoot on complex customer account issues and optimization and perform preventative maintenance on customer's system when needed.
• Support of current and new versions of product launches to include patches and Technical Service Bulletins.
• 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 company's compliance and changes in relevant hardware, software and reagents
• Responsible for procedural on-call coverage on a rotational basis
• May provide direct technical support to internal and external customers
• May require field travel for customer interaction/cessation of problem situations leading to process changes that improve overall customer service

This is a field-based role, the territory consists of multiple states in the west region including Washington, Oregon, California, Idaho, Nevada, Arizona, Utah and Montana. Candidates must reside within this territory

Who You Are:

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

Preferences:

• Technical skills within product groups: including cobas infinity, Roche instrumentation, Apache, Intersystems Cache, Microsoft Windows, Networking and Security
• 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 year's LIS consulting, technical support or process management experience
• Understanding of RDC total solution including interaction between RDC IT solutions and instruments

Relocation benefits are not available for this position