Technical Support Specialist

4 weeks ago

Shanghai, Shanghai, China Roche Full time

The Role

Job Summary:

As a Technical Support Specialist at Roche, you will assist Principal or Lead engineers in providing IT product technical support for Field Service Engineers, customers, and other departments. Your primary goal will be to ensure timely and efficient Roche instrument service.

Your Responsibilities:

  • Under independent or guidance, cooperate with Field Service Engineers to provide level 2 technical support and follow up on escalated trouble cases.
  • Allocate reasonable time for online service and ensure smooth remote troubleshooting.
  • Compile, review, and update responsible product technical documents irregularly.
  • Collect instrument and spare parts quality issues, communicate with GCS, and provide technical solutions or GCS feedback information.
  • Work closely with BA Solution Integration Team colleagues to support and implement IT solutions for customers.
  • Assist the National Technical Solution Engineer team in providing IT technical support on instruments for other company departments.

Your Qualifications:

  • At least a Bachelor's Degree in computer science or a related field.
  • Good command of English in both spoken and written.
  • Good command of MS Office software applications.

Your Experience:

  • At least 2 years of IT support experience in the IT industry, with work experience in HIS/LIS hospital laboratory or interfacing preferred.
  • Experience in software or interface development is preferred.

Your Professional Capabilities:

  • Planning and organizing.
  • Internal and external customer cooperation and coordination.
  • Systematic or across-the-board knowledge of IT products and good analysis and problem-solving skills.
  • Ability to coach fresh engineers to enhance technical skills with support from PE and LE.

Health Conditions:

  • According to the "Quality Management Regulations for Medical Device Management" and the "Regulations on Quality Management of Pharmaceutical Products", health checks should be conducted at least once a year. If you have infectious diseases or other diseases that may contaminate medical devices or drugs, you shall not be engaged in related work.

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