This self-supervised position serves as a high level resource to others in the resolution of complex problems and technical issues with expert level technical acumen for certain assigned products to improve efficiency, effectiveness, and quality of system solution installations completed by the digital solutions engineer team. Primary duties involve: acting as the field subject matter expert for the Roche Digital Product Line(s). Serves as the lead internal resource in creating plans to train and mentor new hires and lower levels. Provides complex support to customers on commercial presales, project management, staging, and installation, quality checks and verification for installs, reconfigurations, upgrades and overall evaluation of hardware implementation on assigned install solution including IT connectivity and troubleshooting as assigned. Utilizes independent judgment and discretion in analysis of team needs, customer needs and problem solving issues that arise both during and after installation process. Trains, assists and audits the work of lower level employees.
Duties are generally complex. Independently analyzes and resolves most questions and problems and refers only the most complex issues to higher levels. Provides leadership and direction in managing escalations, installations and mentoring installation staff due to knowledge and expertise. Manages the local team with the critical customer and technical issues to insure a high level of customer satisfaction. Duties and tasks reflect substantial variety and complexity. Assignments are broad in nature and usually require originality, ingenuity, and analysis. Serves as a resource to others in the resolution of complex problems and issues . Trains and assists and audits the work of lower level employees. Works independently under no direct supervision. Collaborates with key leaders and stakeholders. Provides lead project management responsibilities with regard to logistics planning and implementation to ensure customer satisfaction, prioritizes customer needs effectively to manage resources in most effective manner possible. Applies a broad knowledge of practices and principals in analyzing complex situations or data. Ensures all regional activities are documented in a manner compliant with company’s quality procedures. Manages the team in the absence of the implementation manager. Regular and predictable attendance is an essential function of this highly responsible position.
Responsible for maintaining and continuously improving the quality system and achieving quality objectives through daily actions
KEY ROLES & RESPONSIBILITIES:
Actively engaged in escalated and advanced troubleshooting of products and interfaces installed at the customer site. Assists Digital Solution Engineer with work-flow or operational issues related to products and integration.
Responsible for the development of integration, implementation, and installation materials for supported IT products.
Develops and leads new hire training and mentors new hire and less experienced team members. Additionally, consults to sales and marketing departments as necessary in the areas of process execution, strategy, and tactics derivations.
Assist in highly valued and complex customer pre sales calls to ensure we are providing the right solution for the customer.
Directs and coordinates activities to ensure project progresses on schedule and meets specified project performance parameters.
Responsible for self administrative requirements including expenses, team project reports, documentation, status reports, and adherence to regulatory requirements.
Participates in the review of requirements for new product development. Provide expert technical advice and reinforce training to internal resources and customers, in the implementation of Roche solutions and investigation and resolution of complex issues.
Liaise with the global life-cycle teams to ensure product readiness for the RDC organization, including review of installation documentation, internal and external product testing, and internal procedure and documentation updates.
Bachelor’s Degree in Computer Science, Information Technology, Medical Technology, Life Sciences and six years of laboratory IT, general IT, product line experience or 8 years experience.
Technical skills within product groups; including Microsoft Windows, Microsoft SQL, Microsoft IIS, Oracle, Apache, JBoss, Drupal, PHP, MySQL, Networking, Security and Intersystems Cache Familiar with healthcare domain integration standards (ASTM, HL7, IHE, DICOM, HIPAA, ADT, etc.)
Experience with file parsing (XML, XSLT, etc.)
Knowledge of the clinical customer base and critical components of an LIS and laboratory IT processes and workflows Effective planning, organizational and territory and time management skills
Prior experience in coaching/mentoring junior level staff preferred Prior leadership or lead worker experience and proven success in overseeing and guiding a work team’s functional activities Excellent analytical, problem analysis and decision-making skills
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
Highly effective customer service skills, including leadership, negotiation, persuasion and conflict resolution skills
One year project or process management experience, preferred Understanding of RDC total solution including interaction between RDC IT Solutions and Instruments Successfully completes training and certification as defined by RD Services Leadership and policy
Advanced knowledge of information technology with the ability to communicate knowledge to lower level staff Advanced knowledge of basic lab instrumentation and testing
Colorado residents not eligible