Schweiz, Zug, Rotkreuz RDI
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Apply now!PrintFor our Global Customer Support (GCS) department, we are looking for a Senior Support & Training Application Specialist for our Molecular diagnostics products.
Global Customer Support is the global organization responsible for technical services in the Roche Diagnostics Division. More than 500 co-workers at various locations around the world provide support, training and information to local and regional service & support representatives.
In this very versatile position you provide support, training, and documentation to regional centers and to our affiliates worldwide covering the following main tasks:
Responsible for maintenance and updating of a product specific knowledge pool and contributes to its content
Responsible for correctness of the structure and correctness/relevance of information e.g. ensuring expert reviews
Responsible for definition of and adherence to training and support concepts
Contributes to and maintains the training methodology for all job oriented trainings
Contributes to the learning path for regional trainers
Provides on site support for local and regional service activities to ensure success in complex repairs, applications, modifications and first installations. Contributes to the resolution of customer problems with quick fixes and workarounds
Contributes 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 and Resolution Unit (CMRU) members
Trainings are executed and supported for end customers, first level support, regional trainers and global staff
Offers 2nd level support hotlines for affiliates and regions in order to minimize system down times, allowing for a fast workaround or solution
Qualifications:
University degree (FH, University) in Natural Science (e.g biology, chemistry) or professional education in a medical technology area (e.g. MTA)
Several years of field or laboratory experience, preferably on molecular diagnostic systems
Intercultural, good communication and didactical skills
Several years of certified trainer experience
Strong interpersonal and stakeholder management skills, including a customer focused approach, and highly effective teamwork and collaboration kills
Ability to look at issues from a workflow/holistic approach
Ability to grasp topics quickly
Fluent in English, oral and written; German is a plus
Willingness to travel up to 30% of the time
If you still have questions then please check our FAQs and videos on careers.roche.ch/faq