Bei Roche kannst du ganz du selbst sein und wirst für deine einzigartigen Qualitäten geschätzt. Unsere Kultur fördert persönlichen Ausdruck, offenen Dialog und echte Verbindungen. Hier wirst du für das, was du bist, wertgeschätzt, akzeptiert und respektiert. Dies schafft ein Umfeld, in dem du sowohl persönlich als auch beruflich wachsen kannst. Gemeinsam wollen wir Krankheiten vorbeugen, stoppen und heilen und sicherstellen, dass jeder Zugang zur Gesundheitsversorgung hat – heute und in Zukunft. Werde Teil von Roche, wo jede Stimme zählt.
Die Position
Support& Training Specialist
For our Global Customer Support (GCS) department, we are seeking a Support& Training Specialist for our Molecular Diagnostics family of products with a focus on Hardware and Software expertise. GCS is responsible for technical services in the Roche Diagnostics Division. Our team of over 500 co-workers globally provides support, training, and information to local and regional service& support representatives.
Join our team in Sant Cugat del Valles in Barcelona as a GCS Molecular Lab Specialist. In this very versatile position in GCS, you join a team responsible to provide advanced troubleshooting and support, as well as training, and documentation to regional centers and to our affiliates worldwide. You consistently work with cross-functional teams, and participate in feature and design reviews. You help to create a bridge between the needs of our customers and affiliates, and our global stakeholders. In this versatile position, you will be responsible for the following main tasks:
- Maintain and update a product-specific knowledge pool
- Offer 2nd level support for affiliates and regions to minimize system downtime
- Write support documentation, service relevant information, and maintain maintenance procedures
- Define and adhere to training and support concepts
- Execute and support training for end customers, first-level support, regional trainers, and global staff
- Contribute to the development and maintenance of training methodologies
- Assist in on-site support for local and regional service activities, including complex repairs, applications, modifications, and first installations
- Contribute to the resolution of customer problems with quick fixes and workarounds
- Facilitate knowledge transfer from manufacturer or R to provide comprehensive system knowledge
- Responsible for sub-processes such as digital learning and training documentation
Additional tasks include:
- Contribute to the certification of global and regional trainers
- Support initiatives and maintain strong cooperation with regional representatives
- Assist in the professional coaching of certified global and regional trainers
- Create relevant launch information for new products and support pre-launch and post-launch monitoring programs
- Create, review, and maintain training content and documentation for job-oriented trainings and dedicated systems
- Work closely within the team on some applications topics such workflow and test panels.
- Evaluate the need for Affiliate Notifications and write, publish, and maintain Notifications
- Contribute to the creation of preliminary documentation and FAQs for launch preparation
Who you are:
You thrive in an environment that allows you to interact with people internationally and across functions. You are customer-focused, service-oriented, and possess the following qualifications:
- University degree (FH, University) in engineering or equivalent professional education or experience
- Strong analytical skills and be able to be customer focused and work in an international environment
- Intercultural, good communication, and didactical skills
- Strong interpersonal and stakeholder management skills, including a customer-focused approach, and highly effective teamwork and collaboration skills
- Ability to approach issues from a workflow/holistic perspective
- Interdisciplinary orientation with the ability to work on applications, workflows and hardware/software topics
- Ability to quickly grasp complex topics
- Fluent in English, oral and written; another language is a plus
- HW/SW experience supporting cobas® eplex is a plus
- Experience with Customer workflow and scientific background is a plus
- Regional / Affiliate Support experience is a plus
- Trainer experience is a plus
- Willingness to travel up to 30% of the time
If you are a motivated and collaborative individual passionate about driving success and fostering cross-functional collaboration, we invite you to apply for this exciting opportunity.
Wer wir sind
Eine gesündere Zukunft treibt uns zur Innovation an. Mehr als 100.000 Mitarbeiter weltweit arbeiten gemeinsam daran, wissenschaftliche Fortschritte zu erzielen und sicherzustellen, dass jeder Zugang zur Gesundheitsversorgung hat – heute und für zukünftige Generationen. Durch unser Engagement werden über 26 Millionen Menschen mit unseren Medikamenten behandelt und mehr als 30 Milliarden Tests mit unseren Diagnostik-Produkten durchgeführt. Wir ermutigen uns gegenseitig, neue Möglichkeiten zu erkunden, Kreativität zu fördern und hohe Ziele zu setzen, um lebensverändernde Gesundheitslösungen zu liefern.
Gemeinsam können wir eine gesündere Zukunft gestalten.
Roche ist ein Arbeitgeber, der die Chancengleichheit fördert.
