Technical Support Engineer

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

GCS RIS Support & Training Specialist

For our Global Customer Support department, we are looking for a Support and Training Specialist for our Roche Information Solutions products, focusing on the Software Plan for Lab Quality Management.

In this highly versatile role, you act as a hybrid professional combining clinical laboratory expertise with advanced IT and application support skills. Serving at the pivotal junction between our global affiliates and internal departments, you will be the primary driver of operational synergy.

You will actively empower international teams by serving as their dedicated supporter, trainer, and coordinator for critical systems and workflows, with the following key responsibilities:

Main Tasks:

Provide second-level application and technical support to minimize downtimes and offer quick solutions, both remotely and on-site (if needed).

Continuously acquire and share RIS product knowledge, ensuring training and support readiness.

Facilitate knowledge transfer to trainers, service representatives, customers, and product managers.

Maintain and update a product-specific knowledge pool and create, review, and update service information, documentation, and training content.

Develop and maintain training methodologies and learning paths, and conduct training for end customers and support staff.

Communicate with affiliates and customers as needed, overseeing related processes like e-learning and service documentation.

Define and adhere to service, training, and support concepts, optimizing processes to improve quality and efficiency.

Support regional cooperation and manage certification and recertification of trainers.

Assist in product pilots, develop preliminary documentation, and prepare for launches.

Publish and maintain Service Notifications.

International Traveling up to 30%.

Your Profile:

Degree in Clinical Laboratory, Biomedical Science, IT, Computer Science, or a medical-technical background.

Support & QC Expertise: Experience in support, training, laboratory workflows, and Quality Control (QC).

Troubleshooting & Communication: Sharp problem analysis skills with the ability to explain complex technical concepts simply to clinical stakeholders.

Global Teamwork: Fluent English (Spanish is a plus), intercultural competence and comfort in global matrix or self-managed teams.

High degree of subject matter expertise.

Curiosity and willingness to learn.

Following Knowledge Domains and Experience are additional assets:

Healthcare Systems: Familiarity with Lab Middleware, LIS, HIS, and interoperability standards (IHE, HL7v2, HL7 FHIR).

IT Infrastructure: Practical knowledge of networks, firewalls, security, VM environments, and remote connectivity protocols.

Cloud & Queries: Understanding of cloud architecture (AWS) and ability to run server commands or complex troubleshooting queries.

Roche fosters a space where people feel free to contribute their ideas to create innovative solutions that enable us to maintain our competitiveness and market leadership.

Our success as an organization depends on our ability to create an environment in which people are treated with respect and have the same opportunities and resources regardless of values, beliefs, race, age, sex, ways of thinking, experiences, preferences, behaviors and physical limitations.

Do you dare to contribute? Apply now!

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.