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 people's varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.
The Position For our Global Customer Support department, we are looking for a 2nd level Product Specialist for our Roche Information Solutions Products.
In this very versatile position you act as supporter, trainer and coordinator at the pivotal point between our global affiliates and our internal departments with the following key responsibilities:
Job Description Summary To provide technical support and technical training to our affiliates for all digital products. Your high expertise and matrix leadership skills are key to ensure smooth operations of digital products.
Your main tasks: Providing 2nd level technical and applications support for affiliates and regions in order to minimize system down times, allowing for a fast workaround or solution & remote support (on-site if required) for local and regional service activities to ensure success in complex repairs, applications, modifications and first installations. Continuous RIS products knowledge acquisition to ensure product support and training readiness. Contributing to the knowledge transfer from manufacturer or R&D (new products or product care projects) to provide comprehensive system knowledge to trainers, service representatives, customers, Product- and Marketing Managers and Case Monitoring and Resolution Unit (CMRU) members. Being responsible for maintenance and updating of a product specific knowledge pool and contributes to its content & responsible for correctness of the structure and correctness/relevance of information, sub-processes, i.e. e-learning, service documentation and for definition of and adherence to service, training and support concepts. Writes service relevant information. Maintenance procedures are designed, reviewed and updated. Trainings are executed and supported for end customers, first level support, regional trainers and global staff. Additional tasks Contributes to initial certification and recertification of global and regional trainers and is responsible for individual steps or update trainings. Supports the professional coaching of certified global and regional trainers. Product Pilots are actively supported as well as First Customer Monitoring. Contributes to the creation of preliminary documentation and FAQs for launch preparation. Creates, reviews and maintains training content and training documentation for job oriented trainings and dedicated systems according to the training concepts. Operator Manuals are reviewed for content. Evaluates the need, writes, publishes and maintains Service Notifications. Who you are You hold a bachelor's degree in IT, Computer Science, Management Information Systems or Medical-technical background with IT knowledge. You have experience or background in support & training of software products. You are fluent in English, oral and written; Spanish is an advantage. You have strong interpersonal and stakeholder management skills, including a customer focused approach, and highly effective teamwork and collaboration skills enjoying working in global matrix structures and self-managed teams. You have the ability to explain complex technical concepts in an understandable manner. Following knowledge and experience are additional assets Experience in supporting Instrument SW and/or IT products, databases and tools. Experience in designing and providing product trainings. Experience in service and support Laboratory SW related products. Familiar with communication protocols (like HL7, ASTM, …). Familiar with JSON file format. Familiar with usage of cloud environments (AWS, Azure or Google Cloud). Familiar with Monitoring and Logging tools (like Grafana, Splunk, …). What do we offer? Roche fosters a space where people feel free to contribute their ideas to create innovative solutions that enable us to maintain our competitiveness and market leadership.
Our success as an organization depends on our ability to create an environment in which people are treated with respect and have the same opportunities and resources regardless of values, beliefs, race, age, sex, ways of thinking, experiences, preferences, behaviors and physical limitations.
We offer competitive compensation and excellent social benefits like flexible work schedule and home office policies, medical insurance, pension plan, allowances for marriage and birth, training related to your career development, gym, meal allowance, flexible remuneration scheme with its fiscal advantages and other benefits.
Do you dare to contribute? Apply now! Who we are 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 an Equal Opportunity Employer.
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