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The Position

Location: Sant Cugat del Vallès

Are you ready to make a global impact with Roche Diagnostics Solution? As a Support & Training Senior Specialist at Global Customer Support, you will play a crucial role in ensuring ongoing technical support for automation systems (px12/71, CCM, BLIM) or analytical system platforms, such as the cobas® 6000, 8000 analyzer series or cobas® pro integrated solution and cobas mobile solution. Your expertise will contribute significantly to training, project support, and the integration of IT solutions, working with diverse teams across Mannheim, Penzberg, and Sant Cugat. With an international team and the opportunity to engage with cutting-edge diagnostic technology, this role promises a dynamic and rewarding career path.

Our team:

As the GCS Medium Integrated Lab Team, we transform technical complexity into operational results by viewing the laboratory as a unified ecosystem. We empower Roche affiliates and customers with integrated solutions ensuring our portfolio, from legacy systems to future innovations, is always reliable and ready to perform.

We are a diverse and multidisciplinary team formed by Integrated knowledge Specialists aligning deep expertise and bridging product boundaries while enabling the full power of a more digital, predictive & proactive customer Roche Service through the intense use of AI tools  

Key Challenges

• Providing technical support to diverse target groups including application and customer support specialists.
• You warrant 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.
• Developing and implementing target-specific blended learning courses, including the creation of e-learning content.
• Solving complex software and application-related problems, ensuring effective operation of analyzer products in customer labs.
• Integrating solutions across different IT infrastructures and managing global implementations.
• Collaborating with both internal and external manufacturers on various projects.
• Frequent travel (up to 30%) to provide onsite support and training, which may require extended stays.

Who You Are as Our Ideal Candidate

You are a motivated professional with:

• University / college education with a focus on science/technology/IT (e.g. medical technology, chemistry, biology, biotechnology, bioinformatics).
• You have a minimum of 3 years experience as a product specialist or lab experience within the diagnostics and workflow environment. 
• You have a minimum of 1 year professional experience in supporting workflow instruments, such as p512/612/57, or serum work area analyzers such as the cobas® 6000, 8000 analyzer series or cobas pro integrated solutions. Experience with other instruments and disciplines is a benefit.
• You have extensive experience with lab networks/IT infrastructure e.g. navify® Lab operations (nLO), other middlewares and host systems.
• You have strong skills to support integrated solutions and their different global implementations needs.
• You enjoy developing and implementing training sessions for customers, application specialists and customer support specialists and have no difficulties training in the English language. You already have experience with different training methodologies and teaching skills necessary. 
• Experience with digital learning and coached distance learning is a bonus but not a prerequisite.
• You enjoy working for and with clients and you are extremely service-oriented.
• You enjoy working in global matrix structures, your English language is business fluent, and count communication and teamwork skills as well as intercultural skills to your strengths.
• You have already gained experience with local system launches and want to share your experience to support global launches / rollouts. Ideally you have already gained experience in complex environments and digital ecosystems where multiple systems and disciplines are connected in the lab.
• You are open to frequent and extended travel (approximately 30%).

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.