Role Purpose
In this versatile position you act as a supporter, trainer and coordinator at the pivotal point between our global affiliates and our internal departments.
Key responsibilities include:
* Technical Support: Provide high‑level (Tier2) remote and on‑site support to resolve technical issues and minimize product downtime.
* Knowledge Management: Maintain an updated product knowledge base and create essential service documentation, manuals, and technical notifications.
* Training & Education: Develop learning paths and conduct training sessions for customers and internal staff, including managing trainer certifications.
* Strategic Optimization: Define service concepts and optimize support processes to improve overall quality, efficiency, and regional cooperation.
* Product Launch Support: Assist with product pilots, prepare preliminary documentation for new launches, and handle up to 30% international travel.
Qualifications
* Education: Bachelor’s degree in IT, Computer Science, MIS, or a medical‑technical field with strong IT knowledge.
* Experience & Expertise: Proven background in software support and training, backed by high subject‑matter expertise.
* Communication Skills: Fluency in English (Spanish is a plus) and the ability to simplify complex technical concepts for others.
* Soft Skills: Strong interpersonal and stakeholder management skills with a deep focus on customer service and teamwork.
* Adaptability: Comfortable working in global matrix structures, self‑managed teams, and culturally diverse environments.
* Preferred Knowledge Domains:
o Healthcare environments such as Lab Middlewares, LIS or HIS.
o Interoperability standards: IHE, HL7v2, HL7FHIR or similar.
o Cloud architectures and networks.
o Observability platforms and toolkits: Datadog, Grafana, Prometheus or Splunk.
o High‑level programming languages such as Python.
Location
Based in Sant Cugat, Spain. International business travel (up to 30%) will be required depending on ongoing projects.
Roche is an equal opportunity employer and is strongly committed to a diverse and inclusive workplace.
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