Senior System Support Engineer
The Position Senior System Support Engineer Diagnostics Standards & Interoperability (DSI) Global Development based in Santa Clara, CA A Senior Systems Support Engineer provides service on Roche instruments and systems used for Research, Development, and Clinical Operations activities located both internally (Roche campuses located in Santa Clara, CA and Pleasanton, CA) as well as at external sites. The Senior Systems Support Engineer is responsible for installation/deinstallation, qualification, preventative maintenance and repair of complex medical device instruments and it components. Under guidance from senior team members, the Senior Systems Support Engineer learns how to troubleshoot instrument hardware-software problems by using service software, reviewing system-generated problem reports/error codes, and performing root cause analyses. Being a team player is essential since this position interfaces daily with coworkers as well as various interdisciplinary functional areas within the organization. The Senior Systems Support Engineer must be committed to customer satisfaction, with the ability to demonstrate outstanding interpersonal skills and solid judgment. This position is based at the Roche Santa Clara campus, but will include some travel locally to the Roche Pleasanton campus, as well as occasional domestic travel to external clinical study sites. Mileage from Santa Clara, CA to Pleasanton, CA will be reimbursed according to current Roche Diagnostics Travel and Expense Policy. Essential Job Functions & Major Contributions for a Senior Systems Support Engineer:
Perform the following activities according to approved procedures:
Preventative maintenance (PM's) Installation/operational qualifications (IOQ's) Troubleshooting, repairs and implementation of Support Notifications/Quality Notifications Install/deinstall/relocate instruments and computer work stations Install or upgrade system and application software Establish network connections for remote access to both internal and externally placed instruments All activities performed are documented accurately and in a timely manner (same or next day latest) in the electronic instrument database according to approved procedures Provide limited IT support for in-house lab based instruments and the secure data repository Address field service calls (both in-house and externally) according to dispatch procedures and triage the issue(s) with guidance from senior team members and coworkers as appropriate Build effective customer relationships in a professional manner through solution-oriented communications and service, providing on-site or telephone support as needed Under guidance from senior team members, learn to solve a variety of instrument/software problems of diverse scope and complexity by analyzing instrument documentation and consulting with subject matter experts Under guidance from senior team members, learn how to plan for and lead instrument installation/deinstallation/relocation assignments with one or more engineers for internal and external activities Under guidance from senior team members, learn how to review/approve qualification documents (IQ/OQ) executed by coworkers. Train with team members and Development colleagues to acquire basic/initial service training with self-initiative to facilitate additional training/guidance to acquire advanced service and troubleshooting skills Under guidance from senior team members, learn how to interface with high-level technical support from other business/functional areas to obtain additional technical expertise for troubleshooting difficult or recurring issues:
Global Customer Support (GCS), Case Investigation & Resolution (CIR), Systems and Assay Development, and Global Product Care Once skill/knowledge is acquired, provide training or guidance to team members and Development colleagues on instrument service and internal processes Provide daily/timely feedback to his/her manager with tregards to open/pending issues at both internal and external sites. Comply with safety policies, practices and procedures at all times. Maintain safe habits and practices with regard to safety requirements both in-house and externally at customer site Education:
Minimum (required):
Associates degree in Electrical/Electronic Engineering, related field, or equivalent combination of education and work experience. Preferred:
Bachelor's degree or higher in Electrical/Electronic/Mechanical Engineering or related field.
Experience:
Minimum:
3-5 years of experience servicing medical equipment in R&D setting, Hospitals or Clinical Laboratories. Preferred:
4
years of experience working in an IVD GMP/ISO regulated environment servicing medical devices in R&D, Hospitals or Clinical Laboratories. Other
Qualifications:
Awareness of FDA and ISO regulations related to instrument support and qualification Meticulous attention to detail to accurately document all activities and ensure quality support is provided both internally and at external sites Strong organizational, multi-tasking, and time management skills Demonstrated proficiency to learn new skills/software/tools rapidly Ability to be flexible with changing work priorities (multitasking) and follow procedures/manager instructions with a cooperative attitude Strong work ethic and communication skills Position Requirements:
This position is based in Santa Clara, CA with some work and hands-on service training conducted in Pleasanton, CA (Onsite in Pleasanton 75-100% for initial training and later could be 25-50% per month based on business needs) Must maintain a valid passport and driver's license (with REAL ID required by May 2023) Estimated monthly travel amount is 0-25% based on business needs. More specifically:
Travel to external clinical study sites may be needed during some busy months up to 50% of time per month (up to 2 weeks per month) which includes both US-domestic (primarily) and international travel (possible) Other months may require no travel or 1 week per month (25%) 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. Roche is an Equal Opportunity Employer. Job Level:
Individual contributor
Salary Range:
$80K -- $100K
Minimum Qualification
Technical Support, Software DevelopmentEstimated Salary: $20 to $28 per hour based on qualifications.
Perform the following activities according to approved procedures:
Preventative maintenance (PM's) Installation/operational qualifications (IOQ's) Troubleshooting, repairs and implementation of Support Notifications/Quality Notifications Install/deinstall/relocate instruments and computer work stations Install or upgrade system and application software Establish network connections for remote access to both internal and externally placed instruments All activities performed are documented accurately and in a timely manner (same or next day latest) in the electronic instrument database according to approved procedures Provide limited IT support for in-house lab based instruments and the secure data repository Address field service calls (both in-house and externally) according to dispatch procedures and triage the issue(s) with guidance from senior team members and coworkers as appropriate Build effective customer relationships in a professional manner through solution-oriented communications and service, providing on-site or telephone support as needed Under guidance from senior team members, learn to solve a variety of instrument/software problems of diverse scope and complexity by analyzing instrument documentation and consulting with subject matter experts Under guidance from senior team members, learn how to plan for and lead instrument installation/deinstallation/relocation assignments with one or more engineers for internal and external activities Under guidance from senior team members, learn how to review/approve qualification documents (IQ/OQ) executed by coworkers. Train with team members and Development colleagues to acquire basic/initial service training with self-initiative to facilitate additional training/guidance to acquire advanced service and troubleshooting skills Under guidance from senior team members, learn how to interface with high-level technical support from other business/functional areas to obtain additional technical expertise for troubleshooting difficult or recurring issues:
Global Customer Support (GCS), Case Investigation & Resolution (CIR), Systems and Assay Development, and Global Product Care Once skill/knowledge is acquired, provide training or guidance to team members and Development colleagues on instrument service and internal processes Provide daily/timely feedback to his/her manager with tregards to open/pending issues at both internal and external sites. Comply with safety policies, practices and procedures at all times. Maintain safe habits and practices with regard to safety requirements both in-house and externally at customer site Education:
Minimum (required):
Associates degree in Electrical/Electronic Engineering, related field, or equivalent combination of education and work experience. Preferred:
Bachelor's degree or higher in Electrical/Electronic/Mechanical Engineering or related field.
Experience:
Minimum:
3-5 years of experience servicing medical equipment in R&D setting, Hospitals or Clinical Laboratories. Preferred:
4
years of experience working in an IVD GMP/ISO regulated environment servicing medical devices in R&D, Hospitals or Clinical Laboratories. Other
Qualifications:
Awareness of FDA and ISO regulations related to instrument support and qualification Meticulous attention to detail to accurately document all activities and ensure quality support is provided both internally and at external sites Strong organizational, multi-tasking, and time management skills Demonstrated proficiency to learn new skills/software/tools rapidly Ability to be flexible with changing work priorities (multitasking) and follow procedures/manager instructions with a cooperative attitude Strong work ethic and communication skills Position Requirements:
This position is based in Santa Clara, CA with some work and hands-on service training conducted in Pleasanton, CA (Onsite in Pleasanton 75-100% for initial training and later could be 25-50% per month based on business needs) Must maintain a valid passport and driver's license (with REAL ID required by May 2023) Estimated monthly travel amount is 0-25% based on business needs. More specifically:
Travel to external clinical study sites may be needed during some busy months up to 50% of time per month (up to 2 weeks per month) which includes both US-domestic (primarily) and international travel (possible) Other months may require no travel or 1 week per month (25%) 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. Roche is an Equal Opportunity Employer. Job Level:
Individual contributor
Salary Range:
$80K -- $100K
Minimum Qualification
Technical Support, Software DevelopmentEstimated Salary: $20 to $28 per hour based on qualifications.
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