Role Purpose
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In this versatile position you act as a supporter, trainer and coordinator at the pivotal point between our integral 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 :
Healthcare environments such as Lab Middlewares, LIS or HIS.
Interoperability standards: IHE, HL7v2, HL7FHIR or similar.
Cloud architectures and networks.
Observability platforms and toolkits: Datadog, Grafana, Prometheus or Splunk.
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. xhfqzwm
Roche is an equal opportunity employer and is strongly committed to a diverse and inclusive workplace.
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