Job Description

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

Support & Training Specialist

For our Global Customer Support (GCS) department, we are seeking a Support & Training Specialist for our Molecular Diagnostics family of products with a focus on Hardware and Software expertise. GCS is responsible for technical services in the Roche Diagnostics Division. Our team of over 500 co-workers globally provides support, training, and information to local and regional service & support representatives.

Join our team in Sant Cugat del Valles in Barcelona as a GCS Molecular Lab Specialist. In this very versatile position in GCS, you join a team responsible to provide advanced troubleshooting and support, as well as training, and documentation to regional centers and to our affiliates worldwide. You consistently work with cross-functional teams, and participate in feature and design reviews. You help to create a bridge between the needs of our customers and affiliates, and our global stakeholders. In this versatile position, you will be responsible for the following main tasks:

• Maintain and update a product-specific knowledge pool

• Offer 2nd level support for affiliates and regions to minimize system downtime

• Write support documentation, service relevant information, and maintain maintenance procedures

• Define and adhere to training and support concepts

• Execute and support training for end customers, first-level support, regional trainers, and global staff

• Contribute to the development and maintenance of training methodologies

• Assist in on-site support for local and regional service activities, including complex repairs, applications, modifications, and first installations

• Contribute to the resolution of customer problems with quick fixes and workarounds

• Facilitate knowledge transfer from manufacturer or R&D to provide comprehensive system knowledge

• Responsible for sub-processes such as digital learning and training documentation

Additional tasks include:

• Contribute to the certification of global and regional trainers

• Support initiatives and maintain strong cooperation with regional representatives

• Assist in the professional coaching of certified global and regional trainers

• Create relevant launch information for new products and support pre-launch and post-launch monitoring programs

• Create, review, and maintain training content and documentation for job-oriented trainings and dedicated systems

• Work closely within the team on some applications topics such workflow and test panels.

• Evaluate the need for Affiliate Notifications and write, publish, and maintain Notifications

• Contribute to the creation of preliminary documentation and FAQs for launch preparation

Who you are:

You thrive in an environment that allows you to interact with people internationally and across functions. You are customer-focused, service-oriented, and possess the following qualifications:

• University degree (FH, University) in engineering or equivalent professional education or experience

• Strong analytical skills and be able to be customer focused and work in an international environment

• Intercultural, good communication, and didactical skills

• Strong interpersonal and stakeholder management skills, including a customer-focused approach, and highly effective teamwork and collaboration skills

• Ability to approach issues from a workflow/holistic perspective

• Interdisciplinary orientation with the ability to work on applications, workflows and hardware/software topics

• Ability to quickly grasp complex topics

• Fluent in English, oral and written; another language is a plus

• HW/SW experience supporting cobas® eplex is a plus

• Experience with Customer workflow and scientific background is a plus

• Regional / Affiliate Support experience is a plus

• Trainer experience is a plus

• Willingness to travel up to 30% of the time

If you are a motivated and collaborative individual passionate about driving success and fostering cross-functional collaboration, we invite you to apply for this exciting opportunity.

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.