Product Support Specialist

Hoffmann-La Roche

Santa Clara,CA


* Job SummaryAs a member of Global Customer Support, supports on-market products and performs second-level troubleshooting and Support requests for internal and external customers. Participates in and leads design reviews and provides feedback to design team in supporting established service requirements on development projects. Creates and updates documentation and conducts training for internal personnel.DISTINGUISHING CHARACTERISTICS:The Product Support Specialist is second in the series of four jobs. The employee has some experience performing the essential functions of the role and works on assigned projects under general direction from the reporting manager.ESSENTIAL RESPONSIBILITIES:* Follows established Roche Tissue Diagnostics (RTD) Quality system procedures in execution of work.* Provides on-market support by addressing Level 2 submissions independently with occasional guidance from senior member of team.* Participates in and may lead design review teams to provide service perspective, reviews and approves design change content, and assists in and/or creates the required deliverables.* Creates / revises curriculum for training sessions and delivers training to small groups at RTD.* Supports service requirements on development projects and creates service documentation for internal/external training prior to Launch Decision and for on-market products.* Utilizes Project management fundamentals to ensure assigned projects are completed properly and on time.Formal Training/EducationAssociates degree in science or related discipline required.Bachelor's degree and/or HT certification preferred.Experience1 year relevant experience with a Bachelor's degree required, or 4 years' relevant experience with an Associate's degree, or 7 years 'equivalent combination of education and experience1 year Technical Support Experience (Field or Customer-Facing role incorporating experience with Troubleshooting and Training) requiredIn the Bioinformatics role, Experience with next-gen sequencing technologies and methods (eg, library preparation, target enrichment/hybridization, qPCR) requiredIn the Automation role, Experience with multiple laboratory automation platforms requiredProject management experience requiredRoche is an equal opportunity employer.Customer Support, Customer Support > Technical & Application Support

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