Product Support Specialist

Roche Holdings Inc.
$66,500-$123,500
United States, Arizona, Tucson
Jan 10, 2025
Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people's varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters. The Position Product Support Specialist - Tucson, AZ 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. The Opportunity: As 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. Key Roles & Responsibilities: Follows established Roche 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. Applies knowledge of professional practices, assay performance, and troubleshooting principles and practices. 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. Supports service requirements on development projects and creates service and user documentation for internal/external training prior to Launch Decision and for on-market products as needs arise. Utilizes Project management fundamentals to ensure assigned projects are completed properly and on time. Other duties as assigned by management. Who You Are: Bachelor's Degree in Science or a related discipline. HT Certification (preferred). 1+ year of technical support experience in a customer-facing or field role, including troubleshooting and training. An equivalent combination of education and experience will also be considered. Preferred Qualifications: Project management background in a scientific or academic setting, with the ability to engage across diverse teams. Experience in diagnostics or related fields is a plus. Relocation benefits are not available for this job posting. The expected salary range for this position based on the primary location of Tucson, AZ is $66,500-$123,500.Actual pay will be determined based on experience, qualifications, geographic location, and other job-related factors permitted by law. This position is eligible to earn incentive compensation that is calculated and paid in accordance with the applicable Incentive Compensation Plan for the role. This position also qualifies for the benefits detailed at the link provided below. Benefits 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. Ventana Medical Systems, Inc. (Ventana), a member of the Roche Group, innovates and manufactures instruments and reagents that automate tissue processing and slide staining for cancer diagnostics. Our integrated staining, workflow management and digital pathology solutions optimize laboratory efficiency to reduce errors and support diagnosis for pathology professionals. Together with Roche, Ventana is driving personalized healthcare through accelerated drug discovery and companion diagnostics. 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 relation to the online application process, please contact us by completing this form Accommodations for Applicants.