Provides technical advice to support a variety of post-sales activities, including installation, testing, integration, and maintenance of RDC products. This includes the responsibility for installing and interfacing the RDC IT products to RDC instrumentation and customers’ medical systems (LIS, EMR, etc) Assists Field Project Managers in assessing the application of RDC products to meet customer needs and preparing detailed product specifications for the implementation and integration of customer applications and/or solutions. Responsible for completing all required post sale technical implementation activities within the prescribed time frame, following documented procedures and processes, to ensure the product application/solution functions to specifications. Ensures customer satisfaction during the installation and integration processes and post-go-live period.
Manages expectations, identifies risks, and formulates plans to minimize impacts to the project. Directs and coordinates activities to ensure project progress on schedule while meeting all other specified project performance parameters. Actively participates in and conducts pre-implementation, implementation and post-project review meetings for RDC customers with internal stakeholders. Performs remote and/or on-site configuration, testing, and troubleshooting or repair of RDC IT solutions during the implementation process; e.g. go live, as needed. This may include system hardware software, security and networking. Requires frequent travel, 25% or greater, to customer sites for installation, issue resolution and participation in team meetings as required.
A seasoned professional with wide-ranging experience. Works on problems/projects of moderate to difficult scope where analysis of situations or data requires a review of a variety of factors. Exercises independent judgment in evaluating methods and may determine criteria for obtaining solutions. May coordinate the activities of other employees. Networks with senior internal and external personnel in the area of expertise as well as some key contacts outside the area of expertise. Responsible for maintaining and continuously improving the quality system and achieving quality objectives through
Responsible for the management of remote and/or on-site installation of IT product solutions at a customer site.
Determines customer needs and sets appropriate installation expectations, ensuring resources are aligned and available to complete the required activities within the prescribed time-frame.
Performs validation process of IT solutions to evaluate effectiveness.
Ensures all customers are fully satisfied with their IT product installation.
Serves as a technical resource for lower levels on more complex system issues and manages critical customer situations.
Participates in new hire training and mentoring activities based on area of expertise.
Meet standard activities to ensure project progresses on schedule and fulfills specified project performance parameters.
Responsible for administrative requirements including expensing, project reports, documentation, status reports, and adherence to regulatory requirements.
Performs troubleshooting during the installation process through the post go-live time-frame to ensure that the IT solutions are fully functional and utilized as planned. Escalates implementation issues, as needed.
Bachelor’s Degree in Computer Science, Information Technology, Medical Technology, Life Sciences and 2 years of laboratory IT, general IT, product line experience or 4 years experience.
One year project or process management experience, preferred
Understanding of RDC total solution including interaction between RDC IT Solutions and Instruments
Technical skills within product groups; including Microsoft Windows, Microsoft SQL, Microsoft IIS, Oracle, Apache, JBoss, Drupal, PHP, MySQL, Networking, Security and Intersystems Cache
Knowledge of the clinical customer base and critical components of an LIS and laboratory IT processes and workflows
Ability to troubleshoot problems, consult and drive resolution
Effective communication skills; ability to effectively communicate with and translate requirements for both technical and non-technical groups
12 openings. Telecommuting is allowed.
Additional Salary Information: Base salary + annual bonus + company vehicle
Internal Number: 202105-113277
About Roche Diagnostics
Roche is the world’s largest biotech company, with truly differentiated medicines in oncology, immunology, infectious diseases, ophthalmology and diseases of the central nervous system. Roche Diagnostic is the world leader in in-vitro diagnostics. Working at Roche means working at the forefront of innovation. Our cutting-edge technologies and healthcare solutions were occasionally developed with unconventional methods but always with the highest standard of quality in mind.