Point of Care IT Solutions Specialist

04.08. | Position with re­spon­si­bil­i­ties | 100%

Point of Care IT Solutions Specialist

Global Customer Support (GCS) is the global organization responsible for technical services in Roche Diagnostics Division. Approximately 500 GCS co-workers are building a worldwide network of support and training centers, which educate and provide assistance to local and regional service staff in the Roche Diagnostics affiliates and its external distributors.

We are looking for a Support & Training Specialist to cover our Middleware, Point of Care IT Solutions. In this versatile position you act as a product trainer and support specialist at the pivotal point between our local affiliates and our global departments.

What you can expect of this position:

  • To work in a global international environment

  • To be offered a career path in IT Product Services

  • To join an open and motivated team

Responsibilities of the position:

  • Create, conduct and maintain product trainings for both class room training and e-learning for end customers, first level support, regional trainers and global staff

  • On-site support for local and regional service and training activities

  • 2nd level product support for affiliates and regions in order to minimize system down times supporting the resolution of customer problems with quick fixes and workarounds

  • Write service manuals, publish and maintain service and quality notifications and other service relevant information and review the content of Operator Manuals

  • Contribute to the knowledge transfer from manufacturer or R&D (new products or product care projects) to provide comprehensive system knowledge to trainers, service representatives, customers, Product- and Marketing Managers and Case Monitoring & Resolution Unit members

  • On-site customer support for Point Of Care IT Solutions projects

The following qualifications are required to be successful in this role:

  • You have a clinical biochemistry or medical-technical background with a strong interest in IT or have an education/degree as an IT professional combined with experience in medical laboratories

  • Strong verbal and written communication skills, especially in English, are essential

  • Working in a customer-oriented and international environment motivates you

  • Proven experience in customer support for complex IT installations

  • You are willing to travel internationally to up to 20% of your working time

  • You have explicit analytical skills and enjoy trouble shooting/solving customer requests

Roche is an equal opportunity employer.

Customer Support, Customer Support > Technical & Application Support