Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.

For our Global Customer Support department, we are looking for a Support and Training Specialist for our Roche Information Solutions Lab Insights Products.

In this very versatile position you act as supporter, trainer and coordinator at the pivotal point between our global affiliates and our internal departments with the following key responsibilities:

Main Tasks:

Provide second-level 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:

Bachelor’s degree in IT, Computer Science, Management Information Systems, or a medical-technical background with IT knowledge.

Experience or background in support and training of software products.

High degree of subject matter expertise.

Fluent in English, oral and written; Spanish is an advantage.

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

Ability to explain complex technical concepts in an understandable manner.

Strong intercultural competencies and good communication skills.

Problem analysis and resolution skills.

Curiosity and willingness to learn.

Working in global matrix structures and self-managed teams.

Following Knowledge Domains and Experience are additional 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 in order to troubleshoot the cloud components.

VM environments, remote connectivity.

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

At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

Roche is an Equal Opportunity Employer.