GCS RIS Support & Training Lab Insights Products
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GCS RIS Support & Training Lab Insights Products
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Join to apply for the GCS RIS Support & Training Lab Insights Products role at Roche
At Roche, you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted, and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop, and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.
The Position
For our Global Customer Support department, we are looking for a Support and Training Specialist for our Roche Information Solutions Lab Insights Products.
This versatile role involves acting as supporter, trainer, and coordinator between our global affiliates and internal departments, with key responsibilities including :
Your main Tasks :
* Providing second-level technical support to minimize downtimes and offer quick solutions, both remotely and on-site (if needed), while continuously acquiring and sharing RIS product knowledge, and ensuring training and support readiness.
* Facilitating knowledge transfer to trainers, service representatives, customers, and product managers; maintaining and updating a product-specific knowledge pool; creating, reviewing, and updating service information, documentation, and training content.
* Developing and maintaining training methodologies and learning paths; conducting training for end customers and support staff; managing related processes like e-learning and service documentation.
* Defining and adhering to service, training, and support concepts; optimizing processes to improve quality and efficiency; supporting regional cooperation; managing certification and recertification of trainers; assisting in product pilots, developing preliminary documentation, and preparing for launches.
* International travel up to 30%.
Who you are :
* You hold a bachelor’s degree in IT, Computer Science, Management Information Systems, or a medical-technical background with IT knowledge.
* You have experience or background in support and training of software products, with a high degree of subject matter expertise.
* You possess strong interpersonal and stakeholder management skills, a customer-focused approach, and effective teamwork and collaboration skills.
* You can explain complex technical concepts clearly and have excellent problem analysis and resolution skills. You are curious and willing to learn working in global matrix structures and self-managed teams.
* You are fluent in English, both oral and written; proficiency in Spanish is an advantage.
Additional assets include experience in :
* Healthcare environments like Lab Middlewares, LIS or HIS.
* Interoperability standards such as IHE, HL7v2, HL7 FHIR, or similar.
* IT infrastructure implementations / field experience : networks, firewalls, security, and interoperability protocols.
* Cloud architecture, AWS components, and metrics of cloud applications.
* Running commands on servers and troubleshooting cloud components.
Roche fosters an environment where people feel free to contribute ideas to create innovative solutions, maintaining our competitiveness and market leadership.
Our success depends on creating a respectful environment where everyone has equal opportunities and resources, regardless of values, beliefs, race, age, sex, thinking styles, experiences, preferences, behaviors, or physical limitations.
Do you dare to contribute? Apply now!
Who we are
A healthier future drives us to innovate. Over 100,000 employees worldwide are dedicated to advancing science, ensuring access to healthcare today and for generations to come. Our efforts have resulted in over 26 million people treated with our medicines and more than 30 billion tests conducted using our diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, delivering life-changing healthcare solutions with a global impact.
Let’s build a healthier future, together.
Roche is an Equal Opportunity Employer .
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