GCS Product Support Engineer, Zug

Global Customer Support (GCS) is the global organization responsible for Technical Services in the Diagnostics Division, which ensures end user success. GCS supports the service organizations of the Roche affiliates and the Lifecycle-Teams.

We set the standards of innovative and best-in-class service excellence for Roche Diagnostics by keeping our customers at the center of everything we do.

We are their voice, and the bridge between them and the Global Business teams, ensuring customer satisfaction is at the center of product designs and updates. Thereby, we support them across borders with solutions by providing training, knowledge, spare parts, and tools to meet their needs.

Therefore, by equipping them with the right tools and developing their skills, we enable and maintain customers‘ operations, contributing to shaping healthcare now and allowing them to change lives tomorrow.

Our passion lies in supporting our Customers and Affiliates and being a trusted partner because OUR HEART BEATS FOR CUSTOMER SERVICE.

Position Overview

As the Product Support Engineer you will be part of the Molecular Lab team. Your main tasks in this role will be:

1. Provide technical support to field engineers, technicians, and product support employees who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems.
2. Respond to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.
3. Report design, reliability and maintenance problems or bugs to design engineering/software engineering.
4. May be involved in customer installation and training.
5. Provide support to customers/users where the product is highly technical or sophisticated in nature.

Qualifications

To be successful in this role you bring:

1. Experience setting up and maintaining cloud computing systems.
2. Previous experience analyzing large data sets (preferably scientific data).
3. Experience setting up and maintaining internal computer networks.
4. Practical experience with Linux commands and the ability to navigate through the log files using CLI is preferred.
5. Knowledge of the Quality system procedures, company concepts and applies to follow standard practices.
6. Ability to effectively present information to internal customers, both in verbal and written form and interact with appropriate cross-functional groups.
7. Ability to work independently on assigned tasks of a moderate scope with minimal guidance or supervision.
8. Possesses good communication, organizational and logical thinking skills.
9. Demonstrates observable behaviors related to Roche’s cultural beliefs.
10. Desirable previous laboratory experience.

Operating Principles

As the Product Support Engineer you will be expected to demonstrate Roche Operating Principles:

1. Follow the science
2. Act as one team
3. Accelerate learning
4. Simplify radically
5. Make impact now
6. Think long term

This role requires up to 25% of international travel.

Salary band/global grade: SE5

Roche is strongly committed to a diverse and inclusive workplace. We strive to build teams that represent a range of backgrounds, perspectives, and skills. Embracing diversity enables us to create a great place to work and to innovate for patients.

Are you ready to apply? We want someone who thinks beyond the job offered – someone who knows that this position can be a unique opportunity to shape the future of Diagnostics. If that is you, apply now!

The expected salary range for this position based on the primary location of California is $80,200 – $148,900. 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.

Relocation benefits are not available for this posting.

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