Job Detail

For our Global Customer Support department (GCS), we are looking for a Support & Training Application Specialist in the “Molecular PoC & Innovation” Team, in which you

will support Roche Molecular Diagnostics products. Our products include systems for Molecular PoC and digital LightCycler.
 

Global Customer Support 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.

In this versatile position you act as the supporter and trainer at the pivotal point between our customers, global affiliates and our internal departments with the following key tasks and duties:

• Create, conduct and maintain product training's for both class room training and virtual training for end customers, first level support, regional trainers and global staff


• On-site support for local and regional service and training activities on demand


• 1st level product support (Sub-scale support) for countries primarily within EMEA


• 2nd level product support for affiliates and regions in order to minimize system down times supporting the resolution of customer problems with quick fixes and workarounds


• Write manuals, publish and maintain support and quality notifications and other support relevant information and review the content of Operator Manuals


• Contribute 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 & Resolution Unit members

You would be interested in the following:

• Working in an environment where you have the opportunity to influence


• Interacting with people, internationally and across functions


• Working independently but also within a team. A proactive and solution oriented working style is a must


• Prioritizing high workload and deliver results on the agreed timelines

Your qualifications include:

• Academic (Fachhochschule or University) degree or similar education in clinical biochemistry and/or biology


• Experience with Roche Molecular Diagnostic systems is a plus


• 2-3 years field support experience  


• Support oriented


• Trainer experience, didactic competencies


• Strong analytical skills


• Intercultural sensitivity


• Fluent in English, German is a plus 


• Willingness to travel (up to 40%)