Senior Product Support Engineer
Pleasanton, CA

Job Description

* PLEASE NOTE * This position will be in Santa Clara (possibly up to 2 days per week can be worked in Pleasanton)

Travel requirement: 20 - 35%

JOB SUMMARY:

Works closely with internal and/ or global partners applying your ability to have technical/hardware discussions in the support role, the experience would pertain to installation, repair, assembly and/or testing of electro-mechanical devices as a part of training activities as well as creates/ revises documentation for product or software & IT systems training sessions; performing onsite support for local and regional service activities to ensure success in complex repairs, applications, modifications and first installations.

DISTINGUISHING CHARACTERISTICS:

The Senior Product Support Engineer is partnering to service organizations of the Roche affiliates and the Lifecycle-Teams, be able to understand how to work with customer environment and support providing input requirements into new product development at Roche. The Senior Product Support Engineer contributes to the provision of service deliverables for all relevant milestones in development, product care projects and post- sales surveillance activities e.g. Technical Descriptions, Software/Hardware Requirement Documents and the participation in service design reviews.

ESSENTIAL FUNCTIONS:

* Contributes to the definition of and adherence to service-, training- and support concepts.
* Creates, reviews and maintains training content and training documentation for job oriented trainings and dedicated systems according to the training concepts.
* Offers 2nd level support hotlines for affiliates and regions in order to minimize system down times, allowing for a fast workaround or solution. Multi Center Evaluation (MCE) studies are actively supported.`
* Provides onsite support for local and regional service activities to ensure success in complex repairs, applications, modifications and first installations.
* Contributes to the knowledge transfer from manufacturer or R&D (new products or product care projects) to provide comprehensive system knowledge, especially for new systems, to trainers, service representatives, customers, Product- and Marketing Managers
* Is responsible for maintenance and updating of a product specific knowledge pool. Ensures that information is available in correct structure and that information is verified by experts in terms of correctness and relevance.
* Optimizes processes continuously to increase quality and efficiency standards.
* Contributes to support initiatives and measures to maintain intensive cooperation with regional representatives.
* Performs initial certification and re-certification of global trainers and regional trainers.
* Contributes to the provision of GCS service deliverables for all relevant milestones in development and product care projects. This includes service requirements, the review of Detailed Technical Descriptions (DTDs), Software Requirement Documents (SRDs) and the participation in service design reviews. Supports First Customer Monitoring (FCM).
* Contributes to the creation of preliminary documentation and FAQs for launch preparation. Evaluates the need for Service Bulletins and writes, publishes and maintains. Service/Install checklist Manuals are reviewed for content.
* Contributes to the provision of Service Manuals and service relevant information. Maintenance procedures are designed, reviewed and updated.

MINIMUM QUALIFICATIONS:

* Minimum of BS degree in electronics, engineering, computer science, BA degree, or similar technical degree.
* Minimum of 5 years' relevant technical experience. the experience would pertain to installation, repair, assembly and/or testing of electro-mechanical devices and ability to read logs and troubleshoot issues.
* Experience with support of Laboratory Information System (LIS) interfaces and Linux experience is a plus

Roche is an equal opportunity employer.

Customer Support, Customer Support > Technical & Application Support