GCS Senior Support & Training Specialist (m/f/d)

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The Position

For our Global Customer Support (GCS) department, we are looking for a Senior Support & Training Specialist for our Molecular diagnostics products in the NAP (MagNA Pure) and qPCR (LightCycler) environment. In this very versatile position you join a team responsible to provide support, training, and documentation to regional centers and to our affiliates worldwide.

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.

Main tasks:

• Create and contribute to service documentation (e.g. installation and maintenance procedures, training material, IQOQ)

• Create, conduct, and maintain product trainings (for both classroom and virtual training) for end customers, first level support, regional trainers, and global staff

• Conduct local and regional trainer certifications (train the trainer)

• Manage sub processes as agreed in the team independently (e.g. service documentation, product care tasks)

• Offer 2nd level hotline support for affiliates and regions in order to minimize system down times, allowing for a fast workaround or solution (incl. hotline)

• Provide onsite support for local and regional service activities to ensure success in complex repairs, applications, modifications, and first installations

• Liaise with other GCS departments and products in order to use all available synergies

Who you are

You want to work in an environment where you have the opportunity to interact with people, international and across functions. You are customer focused and service oriented. In addition, you are a great team player who is able to collaborate across departments.

Your qualifications include:

• University degree (FH, University) in Natural Science (e.g. Mechanical/Electronic/Software Engineering) or professional education in a medical technology area

• Field or laboratory experience, preferably on molecular diagnostic systems

• Intercultural, good communication and didactical skills

• Trainer and documentation creation experience

• Strong interpersonal and stakeholder management skills, including a customer focused approach, and highly effective teamwork and collaboration kills

• Ability to look at issues from a workflow/holistic approach

• Capacity to grasp topics quickly

• Fluent in English, oral and written; German is a plus

Your application

You only need to upload your resume. Further documents will be requested if necessary.

Application period until at least: 16.11.2023

(Application possible as long as the position is advertised) 

Your contact to us! With people. For people.

Do you need further support?

Please have a look at our FAQs, you will find them via https://careers.roche.com/global/en/faq.

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 at Penzberg, near Munich, employs more than 7,000 people. The site is one of the largest biotechnology centers in Europe and the only Roche site with research, development and production for both Pharmaceuticals and Diagnostics under one roof. From your beginning with Roche, our motivated team will welcome and support you. Numerous opportunities for personal development, flexible work hours, attractive compensation packages and special family assistance programs are available.