Product Support Specialist

As a member of Global Customer Support, you will supports on-market products and will perform second-level troubleshooting and Support requests for internal and external customers. You participate in and lead design reviews and provide feedback to the design team in supporting established service requirements on development projects. Also, you creates and update documentation and conduct training for internal personnel.

• 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 the 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.

• You have a 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.

Behaviors, competencies, and qualities of the ideal applicant.

• 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 is $66,500 - $104,500 annual.  Actual pay will be determined based on experience, qualifications, geographic location, 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 detailed at the link provided below.