Solution Specialist, Global Customer Support (GCS)
Apply locations: Sant Cugat del Vallès
Time type: Full time
Posted on: Posted Yesterday
Job requisition id: 202411-129606
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The Position We are GCS Solution Team:
Would you like to work in a team where all disciplines of an automated core laboratory come together and finally make a working solution? Join the GCS Solution Team and help us to provide the best possible solutions to our customers (cobas infinity middleware, pre- and post-analytical systems, SWA and Laboratory operations). As an international team we are located in St. Cugat, Spain & Mannheim, Germany.
We are looking for a Solution Specialist with an IT/automation background, with customer experience, who understands the solution relevance in automated core laboratories.
As a new team member you will acquire a generalist understanding of the complete core laboratory with all disciplines involved - this knowledge will allow you to identify potential issues and how they affect the system solution - including the people working with the solution.
As part of a global training & support organization you will mentor future solution specialists and support our customers internationally. If needed you will be onsite with our customers.
We have built our team on trust and customer orientation. We have established an active feedback culture and we strongly believe that we can only be successful if we work together as a team. This is what defines our identity - this is the GCS Solution Team.
Responsibilities As a Solution Specialist in Global Customer Support you will be in charge of solutions support in automated core laboratories. You will also be responsible for training (conceptualization to implementation), mentoring, and support for different target groups such as solution specialists from affiliates or regional customer support teams. In this position, you see yourself as follows:
You put the customer at the center of all activities.
Your out of the box thinking allows you to combine your knowledge with the rest of the disciplines in the core team to creatively solve issues.
You are responsible for training concepts, documentation, and execution of solution workshops for a targeted group (e.g. Roche affiliate solution specialists, Customer Support Center solution specialist, customer key users).
You are responsible for the development and constant update of a learning path for Solution Specialists.
You support and mentor Solution Specialists during the education phase and later in complex cases and during solution implementations on site.
You build effective relationships with various teams. Provide input to set up customer specific solution documentation, solution-troubleshooting guides, etc.
You actively drive and contribute to a 'Network of Expertise' (set up regular meetings with solution specialists, GCS members, Customer Support Center and country representatives in order to establish increased solution knowledge).
You provide solution input into existing core lab trainings. This ensures that participants in all trainings get basic solution knowledge and know about how the products interact.
You provide input into instruments & strategic development projects (new concepts to solutions across product portfolios).
Who you are: You have extensive customer experience related to support, optimization, and implementation of solutions. You enjoy being on site with our customers and affiliates, making the best out of our solutions in the field.
You understand the impact on patient results in automatized laboratories, where several analytical disciplines are connected.
The sentence "I just do my job" does not fit in the solution approach.
You enjoy working for and with clients and you are extremely service-oriented.
You enjoy working in global matrix structures, write and speak English fluently, and count communication and teamwork skills as well as intercultural skills among your strengths.
You enjoy developing and implementing training sessions for different areas, which are predominantly held in English.
You have a strong cobas infinity central lab knowledge (especially Sample Workflow Engine), and you are familiar with other Roche IT products. Network knowledge, cobas total workflow simulator and other RIS products (such as navify Analytics, navify Monitoring, etc) would be a plus.
You are open to frequent travel (approximately 50%).
Education & Experience You have a bachelor degree in health related sciences, engineering, computer science, or any other technical/scientific disciplines.
A strong IT background is a plus.
You have worked in a Clinical Laboratory or you have extensive experience supporting clinical laboratories and are familiar with the workflows, processes and customer requests.
Proven extended experience on-site is mandatory. Please indicate in your application the more relevant customers you have supported on-site.
Experience with different pre-post analytical instruments, SWA equipment and multidisciplinary laboratories is a plus.
Experience with producing any kind of multimedia learning material, such as video editing, e-learning building is a plus.
Experience with Data Analysis in the context of support of our customers is a plus.
Your application We would like to know what working in a team means for you!
Kindly submit your application online along with an updated CV in English. Following your application, you will receive a separate invitation to participate in a video screening, during which you will be asked to answer a few questions.
Wishing you the best of luck!
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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