Global Customer Support (GCS) is the global organization responsible for technical services in the Roche Diagnostics Division. Currently approximately 600 GCS co-workers at 6 main diagnostic R&D/manufacturing sites in Switzerland, Germany, Spain and the US, build a worldwide network of support and training centers, which provide assistance to local and regional service staff in the Roche Diagnostics affiliates and its external distributors.
Within the GCS organization, the KLS (Knowledge & Learning Solutions) Core Lab Documentation department provides customer and customer support information for various Roche diagnostics analyzers, workflow solutions and digital and IT software and applications.
We are seeking a talented and experienced Product Expert, who acts as a trainer and support specialist for the content management system that is used by Technical Writers and Documentation Managers in GCS KLS to generate customer information. This challenging position within GCS entails the following key responsibilities:
Serves as a liaison, responds to customer inquiries and resolves customer concerns raised during the use of the content management system for Technical Writers and Documentation Managers. This includes support of the authoring and translation/localization tools, such as SDL Trados and Passolo, that are used with the content management system.
Diagnoses and troubleshoots problems coming from the content management system and recommends corrective actions
Instructs and trains documentation employees in GCS KLS in the creation and processing of content in the content management system
Documents reports for analysis of serviceability issues and recurring technical issues to support quality programs and development for the content management system
Encourages an efficient and constructive collaboration and communication between documentation employees in GCS KLS and employees from external technical writing agencies about the content management system. Makes sure that the content management system and its interfaces with authoring and translation/localization tools meet the needs of the documentation employees for GCS KLS
Who you are
Bachelor's degree or equivalent in information technology, communication and media management and/or technical communication
Fluent spoken and written command of English (native speaker or equivalent level). Good spoken and written command of German and/or Spanish is a plus
Excellent interpersonal skills and demonstrated ability to build and maintain strong and effective relationships with Technical Writers, Documentation Managers and other key stakeholders
Strong communication skills, both written and verbal, along with the ability to listen for understanding your colleagues' issues and solve their problems
Knowledge or experience in working with Schema ST4 or comparable content management systems is preferred. Knowledge or experience in working with FrameMaker or comparable XML-based authoring tools and SDL Trados and Passolo or comparable translation and localization tools is an asset