What are the responsibilities and job description for the Technical Support Consultant position at Roche?
Remote Opportunity
The Opportunity:
As a Technical Support Consultant on the Point of Care teams (Hospital Blood Glucose, Coagulation, Urinalysis) you serve as the primary technical expert for the rest of the team as well as for internal sales and marketing partners. You will be responsible for providing training and second level support for the Technical Support Specialists who manage the resolution of complex technical issues involving Hospital networks, software related issues including system wide connectivity concerns, and diagnostic applications for the 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 expertise and training, the technical support consultant is also responsible for the overall success of the company through interactions that develop and promote loyal business relationships.
Additional Responsibilities:
Administers training in support of new product launches and refresher courses.
Assists with troubleshooting complex customer issues.
Leads Technical Support Specialists through complex situations and engages cross-functional teams through resolution.
Mentors new hires in making a smooth and confident transition to independence in product support.
Shares information and updates regarding complex customer issues and product related issues. Identify opportunities to improve phone resolution rate through troubleshooting and first call resolution.
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.
Takes point on product launches to ensure team preparedness and engages appropriate parties if necessary.
Reviews, corrects and advises on customer communications (customer bulletins, product inserts, etc.) prior to public release. Remains current on company/customer communications. Maintains a continual learning process to remain informed of changes in relevant hardware, software and reagents.
Utilizes, participates, and provides input into knowledge management systems. Consults with key resources as needed. Maintain periodic review of knowledge management articles. If applicable, accountable for timely and accurate case handling within the CRM.
May field travel for customer interaction/cessation of problem situations leading to process changes that improve overall customer service.
Designs, develops, presents and evaluates technical training programs.
Models quality documentation and compliance through coaching and technical call reviews, when applicable.
Responsible for procedural on-call coverage periodically.
Who You Are:
Bachelor’s degree in Medical Technology, Microbiology, Information Technology or related discipline or equivalent work experience
2 years of progressive experience, with prior experience with industry or diagnostics products
Preferred Requirements:
Excellent communication, organization and customer service skills
Strong problem solving, and persuasive skills
Ability to work effectively with internal, global and external customers
For Colorado-based applicants, the expected salary range for this position is $84,490.00-109,340). Actual pay will be determined based on experience, qualifications, 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 listed below.
Benefits
Roche offers highly competitive benefit plans and programs, including:
- Medical, dental and vision insurance
- 401(k) and 401(k) matching
- Paid time off
- Roche Long Term Incentive Plan (available at certain position levels)
Relocation benefits are not eligible for this job posting.
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.
Unless entitled to a reasonable accommodation under applicable law, employees are required to be fully vaccinated against COVID-19 in accordance with customer requirements, the company’s health and safety obligations and/or applicable law or guidelines.
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 connection with the on-line application process, please email us at US.Accommodation@roche.com.
