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

As a member of Global Customer Support, you will support on-market products, perform advanced second-level troubleshooting, and provide guidance to junior members of the team on troubleshooting techniques and second-level inquiries. You work consistently with cross-functional teams. You lead team members and participate in and/or leads design reviews, and provide direction to junior members of the team on all elements of the project Charter in establishing service requirements on development projects. You create and updates documentation and curriculum, and conduct training for internal personnel. You serves as a technical expert on product(s) and you work on complex projects requiring broad knowledge of products and systems.

The Opportunity:

• Provides on-market support by independently addressing complex Level 2 submissions, applying advanced knowledge of hardware repair and networking principles.

• Updates service manuals, obsoletes outdated documentation, and ensures all published materials are current and accurate.

• Leads design review teams, providing service perspectives and approving design change content while creating necessary deliverables.

• Develops and revises training curricula, delivers training to various groups, and conducts audits to ensure training quality. Responsible for certifying trainers.

• Creates service requirements for development projects, advocates for functional goals, and collaborates with teams to solve complex problems.

• Produces service documentation for internal and external training before Launch Decision and for existing products as needed.

• Utilizes project management fundamentals to ensure timely and quality completion of projects, while representing GCS in relevant meetings and fulfilling additional duties as assigned.
  

Who you are

• Bachelor’s degree in Medical Technology, Microbiology, Information Technology or related discipline or equivalent work experience. 4 years of progressive experience, with 3 years of specific experience with industry or diagnostics

• 5 years of relevant technical support experience in customer-facing roles, including troubleshooting, training, and working with electromechanical devices.

• Practical experience with Linux commands and navigating log files using the command line interface (CLI).

• Ability to read and understand electrical, mechanical, and assembly drawings, schematics, and service manuals, as well as technical notifications and communications.

• Proficient in using test equipment such as digital multimeters and calibrated gauges, along with hand tools like screwdrivers and wrenches.

• Experience with sequencing instruments and NGS technologies, demonstrating knowledge of sample preparation workflows and Molecular Biology/Biochemistry concepts.

• Possesses good communication, organizational, logical thinking, and presentation skills. Communicates complex and unfamiliar ideas and solutions easily to users with little or no technical knowledge.

• Strong communication, organizational, and logical thinking skills, with the ability to work independently and interact effectively with cross-functional teams while embodying Roche’s cultural beliefs
  

Travel and Location Requirements: Rotkreuz, CH, Travel time: 30% international.

We are looking forward to receiving your application.

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.