Product Support Engineer – Software & IT (m/f)

France, Rhône-Alpes, Meylan (38)


Position based in Meylan
25% travel required. Domestic travel is required and international travel may be required.
Please send your application in english
Job summary and distinguishing characteristics
The Product Support Engineer supports on-market products by performing Level 2 troubleshooting and product inquiries/ case reviews for Regional Support Centers, Country Organizations (Affiliates), and external customers and if necessary escalate to level 3 support.
He/she participates in and leads design reviews and provides feedback to design team for supporting and defining service strategies and requirements on product development projects.  He/she creates and updates documentation, trains internal personnel and collaborates with product/ software development teams. 
The Product Support Engineer is the second in a series of five jobs. The employee has some experience performing the essential functions of the role and works on assigned projects under general direction from the reporting manager.
  • Provides on market support by addressing Level 2 submissions independently with occasional guidance from senior member of team.
  • As a support engineer in the software/ IT area, supports IT specialists, implementation managers, workflow consultants and solutions architects. Provides on-call support on a rotational basis.
  • Applies diverse knowledge and experience of hardware repair, troubleshooting and servicing principles, and practices.
  • In the software/ IT area, applies diversified experience of IT troubleshooting, software troubleshooting and service principles for the implementation and support of Roche Tissue Diagnostics (RTD) products. 
  • Participates in and sometimes leads design teams to support established service needs within the design change; reviews and approves design content; assists in creation of deliverables (notifications, spare parts) for design team.
  • Creates/ revises curriculum for technical training sessions and delivers training to small groups (focus is on train the trainer, internal 2nd level participants). Applies lean six sigma or other process management tools.
  • Supports service requirements on development projects and creates service documentation for internal/external training prior to Launch Decision.