The Position
For our General Customer Support department, we are looking for a Support and Training Specialist for our Roche Information Solutions Lab Insights Products.
Main Tasks
- Technical Support: Provide high-level remote and on-site technical assistance to minimize downtime and resolve complex product issues.
- Knowledge Management: Maintain, update, and share specialized product documentation and service notifications to ensure a centralized knowledge pool.
- Training & Development: Design learning paths and conduct training sessions for customers, staff, and trainers, including managing certifications.
- Process Optimization: Define and improve service and training workflows to enhance overall quality, efficiency, and regional cooperation.
- Launch & Pilot Support: Assist in product pilots and launch preparations, while managing communication and e-learning processes (requires up to 30% travel).
Your Profile
- 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 and a high degree of subject matter expertise.
- You are fluent in English, oral and written; Spanish is an advantage and have strong interpersonal and stakeholder management skills, including a customer-focused approach, and highly effective teamwork and collaboration skills.
- You have the ability to explain complex technical concepts in an understandable manner and strong intercultural competencies and good communication skills; you possess problem analysis and resolution skills with curiosity and willingness to learn.
- You have experience working in global matrix structures and self-managed teams.
Additional Knowledge Domains and Experience (assets)
- Healthcare environments like Lab Middlewares, LIS or HIS.
- Interoperability standards IHE, HL7v2, HL7 FHIR or similar.
- Implementations/Field experience in IT infrastructure: networks, firewalls, security, and Interoperability protocols.
- Cloud architecture, components, and metrics of a cloud app, AWS.
- Run simple commands on servers and complex queries to troubleshoot cloud components.
- VM environments, remote connectivity.
Roche is an Equal Opportunity Employer.
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