PRODUCT SUPPORT ENGINEER | SÃO PAULO

Product Support Engineer | São Paulo - Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding peoples varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters. The Position A healthier future. Thats what motivates us to innovate. Continuously promote science and ensure that everyone has access to the health care they need today and for generations to come. Creating a world where we all have more time with the people we love. Thats what makes us Roche. As a Product Support Engineer, you will be the focal point of Roche responsible for supporting on-market products by performing Level 2 troubleshooting and requests for support from Regional Support Centers, Country Organizations (Affiliates), and external customers and if necessary escalate to level 3 support. Participates in and leads design reviews and provides feedback to the design team for supporting and defining service strategies and requirements on product development projects. Creates and updates documentation, trains internal personnel (affiliates/regions) and collaborates with product/software development teams. Applies knowledge of engineering principles, installation and repair procedures, system and hardware design, and troubleshooting principles and practices. About the opportunity: Follows established Global Customer Support (GCS) Quality System procedures as well as Business Area Quality System procedures in the execution of work. Provides on-market support by responding to requests for second level support independently with occasional guidance from a senior member of the team. Applies diverse knowledge and experience of hardware repair, troubleshooting and servicing principles, and practices. 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 independently 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/updates service documentation for internal/external training prior to Launch Decision and throughout the product lifecycle. Utilizes project management fundamentals to ensure assigned projects and respective deliverables are completed on time and on quality. Qualification: Bachelor degree in electronics, engineering, computer science, BA degree or similar technical degree. Advanced English. 1+ year of experience as Technical Support Experience (Customer facing role incorporating experience with troubleshooting and training methodologies). Previous experience with installation, repair, assembly and/or testing of electro-mechanical devices. Ability to read and understand electrical, mechanical, assembly drawings, diagrams, schematics, specifications and technical procedures. Ability to read and understand service manuals, technical and service notifications and technical communications in various forms. Availability to work in a hybrid model (3x per week in the office that is based in São Paulo). Os benefícios de realocação não estão disponíveis para essa posição. Who we are At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, weve become one of the worlds leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity. Roche is an Equal Opportunity Employer. #J-18808-Ljbffr