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
Your New Team
You will become part of a dynamic global team in the Post-Market Quality (PMQ) department (for the beginning focusing on cobas® liat Systems). We are the experts who ensure that our products are of the highest quality. Our daily work is characterized by meticulous attention to detail, technical expertise and close collaboration with stakeholders. We support one another, share our knowledge and act as coaches for each other. This is where your expertise is needed to solve complex cases and continuously improve our processes so that we can better meet the needs of our customers and patients.
The Opportunity
* Perform inspections and investigations on repair-returned cobas® liat analyzers to confirm allegations and identify root causes
* Handle Global Investigation cases and support local complaint cases
* Use troubleshooting and problem-solving methodologies during the inspection to draw effective conclusions for escalation or repair
* Collaborate with key interfaces, including Global Case Handlers, local Repair Center and other global functions to deliver high-quality resolutions
* Provide inspection and investigation outcome to the Global Case Handlers and provide insights from inspection analyses to support product care
* Accountable for timely handling and resolution of individual cases (inquiries, complaints, potential reportable and safety issues) per ISO Quality System requirements.
* Conduct investigations, experimental design and data analysis to resolve cases, potentially consulting senior team members.
* Ensure comprehensive risk assessments for product quality issues and timely communication of quality-related information to relevant organizations.
* Collaborate with global/local functions to derive appropriate measures from cases, including workarounds, and support product teams with case information for documentation updates.
* Participate in on-boarding and mentoring new employees, contributing to knowledge transfer for new products from project phases.
* Create and approve notifications and ensure efficient laboratory organization and compliance with laboratory policies, including equipment inspections and documentation.
* Support audits, inspections, regular reporting, quality reviews, and CAPA tasks to enhance on-market product quality, performance, and process optimization.
* Contribute to cross-team meetings and projects, provide guidance to less experienced colleagues and potentially act as a proxy for the Senior role.
* Perform additional duties as assigned to meet PMQ goals and objectives, ensuring continuous improvement, compliance, and customer satisfaction
* Permanently optimizes processes in order to increase quality and efficiency standards
Who you are
* You have a Bachelors in life sciences or related fields required
* You have an advanced degree in Microbiology, Genomics, NextGen Sequencing, Chemistry, Bioinformatics or related sciences is preferred
* You have 3 years of work experience in a technical product support role, research and development setting, technical customer support role, product complaint handling or related function
* You are proficient in technical writing
* Proficiency in English, with strong communication and intercultural skills, working autonomously with minimal supervision
Preferred Knowledge, Skills and Abilities
* Hands-on experience is preferred
* Industry experience with Customer Support, field technical support, and face to face customer support and training. Related core laboratory field technical support may also be considered
* Demonstrate solid critical thinking and problem solving skills with a positive and creative attitude and approach
* Demonstrate collaborative mind-set and ability to manage and foster stakeholder relationships and expectations
* Demonstrate good laboratory practices
* Demonstrate good communication skills: verbal, writing, presentation, technical writing
Who we are
A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.
Let’s build a healthier future, together.
Roche is an Equal Opportunity Employer.
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