Application Solutions Engineer, R&D Business Systems

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

The Opportunity

The Application Solutions Engineer is a member of the Digital Innovation and Operational Services Chapter, part of the global team within Roche Diagnostics Solutions R&D that focuses on internal improvement. Our overall goals are to increase productivity, efficiency, and improve the ability of the R&D organization to collaborate across its global organizational interfaces. The work involves reducing complexity of systems, harmonizing processes, tools, and business practices, and building connections across geographical and organizational silos.

The Applications Solutions Engineer will be responsible for providing technical and operational support, as well as day to day support, for internal business systems and tools on behalf of the R&D organization.

This position requires a highly motivated self-starter, a consummate professional and team player who can effectively work with all levels of employees.

• As a local internal software tool/system business representative or business owner, you will act as the primary point of contact for end users of internal systems and tools, utilizing a deep understanding of internal customer needs and requirements for successful adoption, utilization, and evolution of internal software tools.

• This role collaborates with technical, business and/or global teams to implement new and evolved internal software tool capabilities and business process changes in accordance with business goals, new product launch timelines, compliance requirements, process improvements, or other corporate initiatives. You will represent your business area / internal customers needs to the global team leveraging your deep understanding of stakeholders' needs.

• You will utilize and combine your expert knowledge of internal data structures, tool capabilities, system architecture and local business processes and needs to support tool adoption, testing, runtime issues, integration, troubleshooting, and additional business requirements.

• You will interact with end-users with a highly effective customer-service oriented communication style and approach. You will effectively collaborate with local leadership, stakeholders, spanning R&D, Quality, and IT teams.

• You will evaluate information gathered from multiple sources, reconciling conflicts, disseminating high-level concepts into details, identifying root cause of problems, and create logical and innovative solutions where possible.

• You will train end users on the use of systems and tools through classroom or virtual sessions; you will gain/maintain knowledge and skills of related technologies, processes, and solutions through in-services, workshops, and/or seminars.

• Support the Digital Innovation & Operational Services role in driving R&D strategic initiatives to implement tool harmonization and process improvement initiatives that either streamline, create consistency, reduce cost, and/or increase productivity of R&D.

Who You Are:

(Required)

A bachelor's degree in engineering, science, business or related discipline, Master's degree preferred

Overall experience and expertise:

• 3+ years experience in customer service, troubleshooting, and supporting internal product development teams

• 3+ years experience working in an IVD regulated environment, and familiarity with design control processes

• 8+ years experience in technical training, education / learning and customer/client care

• 2+ years experience in supporting organizational change management (OCM) initiatives and demonstrated knowledge of OCM practices and methodologies

• Demonstrated skill and 3+ years experience in finding pragmatic solutions and communicating with empathy in responding to customer complaints

• Familiarity with sequencing and pathology diagnostic technologies and product development activities

• Schedule flexibility on a day-to-day basis to accommodate customer and stakeholder needs in a global environment (e.g. early mornings)

• Ability to travel on an occasional basis to support global project activities

Specific expertise required in:

• 2+ years experience as an expert in

  • TRaining EXchange (TREX) software system

  • Cornerstone Learning Management system

  • Electronic Document Management Systems

  • Design history file record preparation

  • Productivity tools, including Jira, Trello, Monday.com, Lucid

  • Enterprise resource planning (ERP) systems

• 2+ years of experience as a business / core team representative in a software development team

  • Elucidating and harmonizing business requirements in complex stakeholder environment for the development of common / global internal software tools

  • Preparing use cases and developing and reviewing internal software tool test plans

• 2+ years of experience demonstrating excellent customer feedback in

• Professionally handling customer issues, providing excellent and timely support to the end users to ensure downtime and issues are kept to a minimum

• Operating in a customer service oriented role supporting product development teams in an IVD regulated environment

• Experience as a core team member on a global tool development project

• Knowledge of Sequencing and Pathology product development processes, technologies, and products

• Developing and administering training to R&D learners

• Experienced collaborator on a global team in a professional work environment

Preferred:

• You have working knowledge of Training Matrix Automation (TMA) and Training Solution

• You have demonstrated ability to prioritize a workload with multiple tasks and multiple demands and meet due dates; you have excellent organizational, time management and time tracking skills

• You have demonstrated ability to manage change in a complex environment.

• You have demonstrated ability to respond effectively to sensitive inquiries, customer inquiries or complaints; as well as, the ability to communicate effectively both orally and in writing with management, peers and individuals.

• You have strong interpersonal skills, including: the ability to work well with others in a proactive, positive and constructive manner; a desire to deliver service excellence; and the ability to communicate with all levels within the organization.

This position is based on-site in Tucson, AZ. Remote work arrangements may be negotiable with the line manager. Relocation benefits are not offered for this role.

The expected salary range for this position based on the primary location of Tucson, AZ is $72,800 - $135,200. 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.

Benefits

A healthier future drives us to innovate. Together, more than 100'000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Let's build a healthier future, together.

Roche is an equal opportunity employer. It is our policy and practice to employ, promote, and otherwise treat any and all employees and applicants on the basis of merit, qualifications, and competence. The company's policy prohibits unlawful discrimination, including but not limited to, discrimination on the basis of Protected Veteran status, individuals with disabilities status, and consistent with all federal, state, or local laws.

If you have a disability and need an accommodation in relation to the online application process, please contact us by completing this form Accommodations for Applicants.