Roche was one of the first companies to bring targeted treatments to patients. With our combined strength in pharmaceuticals and diagnostics, we are better equipped than any other company to further drive personalised healthcare. Two-thirds of our Research and Development projects are being developed with companion diagnostics.
At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we ve become one of the world s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.
Roche is seeking Technical Support Specialist
We are looking for a 2nd level product specialist for Roche Digital Products. In this very versatile position you act as supporter, trainer, coordinator and the pivotal point between our Country organizations and our internal departments with the following key responsibilities:
Key Responsibilities include:
To provide technical support and training to our Level1 field service/ Customer support centers etc. for digital products.
Your high expertise and matrix leadership skills are key to ensure smooth operations of digital products.
Providing Level 2 technical and applications support allowing for a fast workaround or solution & remote support (on-site if required in very rare cases) for local and regional service activities. To ensure success in complex troubleshooting, applications, modifications and first installations by continuous digital products knowledge acquisition.
Contributing to the knowledge transfer from manufacturer or R&D (new products or product care projects) to ensure product support and training readiness. Provide comprehensive system knowledge to trainers, service representatives, customers and post market quality (PMQ) members.
Being responsible for maintaining a product specific knowledge pool and contributing to its content
Responsible for correctness of information related to processes, e-learning, service documentation
Writes service relevant information. Maintenance procedures are designed, reviewed and updated
Trainings are executed and supported for first level support, regional trainers and global staff at Roche.
Who you are:
You hold a Bachelor`s degree in IT, Computer Science, Management Information Systems or Medical-technical background with IT knowledge. Have experience or background in support & training of software products. You are fluent in English, oral and written. Strong interpersonal and stakeholder management skills, including a customer focused approach, and highly effective teamwork and collaboration skills, enjoy working in global matrix structures and self managed teams.
You have the ability to explain complex technical concepts in an understandable manner
Experience in supporting Instrument interface, LIS, lab related IT products, database and tools.
Experience in designing and providing product trainings
Familiar with communication protocols (like HL7, ASTM, )
Familiar with JSON file format
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