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The Position

The Position:

Global Customer Support (GCS), a part of Roche Diagnostics Solution (RDS), is the global organization responsible for technical services in the Diagnostics Division. GCS supports the service organizations of the Roche affiliates and the Lifecycle-Teams. 

GCS with its approximately 600 employees is located in Mannheim, Penzberg, Rotkreuz, Meylan, Tucson, Pleasanton, Sant Cugat, Panama, Columbia, Sao Paulo, Indianapolis and Boston. Approximately 200 employees are located in Mannheim, responsible for Serum Work Area & Workflow products and Global Spare Part Management.

We are an international team of 15-20, located in Mannheim, Penzberg and Sant Cugat. Most of us have worked in different countries as field service engineers or application specialists. Our core competencies are training & support of Serum Work Area products such as the cobas® pro integrated solution (incl. i601), cobas 8100 automation systems and US serology solutions (RBSS-US). We provide the service perspective within product development projects & initiatives relevant to service. All of us foster personal networks of different stakeholders within Roche, the local service organizations and our external instrument manufacturer Hitachi-HighTech.

The Opportunity:

As a Application Support & Training Specialist you will ensure ongoing product support for analytical system platforms (Clinical Chemistry, Immunochemistry analyzers and Mass Spec analyzers). Your primary focus will be on integrated solution support and training of cobas pro systems. 

This also includes laboratory implementations and solutions particularly around network and IT topics such as host interface (HL7), mobile and remote solutions, navify® Lab Operations products, and automation. 

Furthermore you will be:

• Responsible for technical support for different target groups such as application and customer support specialists
• Contributing to med/high integrated solution training (from design to implementation & execution)
• Providing support for the analysis of software & application related problems, contributing to the appropriate solutions
• Warranting that product support meets the requirements of the distribution organizations worldwide. This involves being the contact for issues regarding analyzer operation and the lab, and if necessary, you provide onsite support to customer labs globally
• You will be responsible for training (from design to implementation) and technical support for different target groups such as Roche Service Representatives, Regional Customer Support Agents, Field Application Specialists and Customer Trainers

Who you are:

The ideal candidate is service and customer focused, enjoys developing and implementing training sessions for customers, application specialists and customer support specialists and already has experience with different training methodologies and teaching skills necessary. For handling the responsibilities described above, you have the following prerequisites and skills

• You have proven experience in training and supporting our affiliate and/or customers, 
• You have basic knowledge and experiences with cobas pro systems or equivalent systems
• You are able to break-down complex information into smaller pieces,
• You have excellent Communication & presentation skills,
• You are a Problem-solver with a solution mindset,
• You have first experience with Roche's middleware solutions & automation systems, 
• You have experience implementing and troubleshooting network connectivity issues across different networks in a laboratory environment (cloud/internet, customer/hospital network and laboratory network) and its related components (unified gateway, fortigate, firewall, network switch), 
• Experience with the navify® Integrator platform and/or navify® Lab Operations incl. relevant technologies and tools is a plus,
• Experience supporting development projects is a plus,
• You are open to frequent travel (up to 30 %.).

Education & Experience

• University / college education with a focus on science/technology/IT (e.g. medical technology, chemistry, biology, biotechnology, bioinformatics)
• Professional experience in the diagnostics and / or research market (ideally such as cobas® pro integrated solutions or equivalently cobas 6000, cobas 8000 analyzer series or workflow instruments) is desirable
• Experience with lab networks/IT infrastructure e.g. middleware and host systems is desirable
• Experience in creating multimedia learning materials (e.g., video editing, e-learning development) is a plus.
• You enjoy working in global matrix structures, write and speak English and Spanish fluently, and count communication and teamwork skills as well as intercultural skills among your strengths.

Who we are

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.